Customer Success Lead

About Learn Amp

Learn Amp is an award-winning B‑Corp with a global customer base. Our mission is to make work life, work better. We’ve built a unique Employee Development Platform, combining learning, performance, engagement and skills to help organisations unlock their potential through the development and alignment of their people. Disrupting the employee development industry isn’t easy, but it’s worth it. Achieving our mission means attracting, developing and retaining exceptional people who care about impact.

At Learn Amp, you’ll join a talented, ambitious team in a people‑centred, innovative culture where your ideas are heard, your contribution matters and your growth is actively supported.

The Customer Success Lead is a senior individual contributor responsible for driving adoption, retention and expansion across a portfolio of strategic customers. This role sets the standard for excellence within the Customer Success team by leading through example, demonstrating strong account ownership, commercial judgement, and customer partnership. Alongside managing a small number of high‑value accounts, you will provide guidance and coaching to Customer Success Managers to help elevate performance and consistency across the team.

This is a hands‑on role for someone who combines strategic thinking with execution and is comfortable operating with autonomy in a scale‑up environment.

• Own a portfolio of high‑value or complex accounts, acting as a trusted advisor to senior stakeholders.
• Drive strong product adoption and measurable outcomes aligned to customers’ business objectives.
• Lead commercial renewals and identify expansion opportunities, contributing to Net Revenue Retention.
• Proactively identify risk within your portfolio and implement clear success plans to protect retention.
• Build a deep understanding of customer goals, success metrics and organisational context.
• Translate business objectives into clear platform usage strategies that deliver tangible value.
• Use data and insight to guide meaningful conversations around engagement, adoption and impact.
• Provide day‑to‑day guidance and informal coaching to Customer Success Managers, supporting account strategy and prioritisation.
• Model best practice in customer engagement, stakeholder management and commercial conversations.
• Partner closely with Sales, Product and Support to deliver a seamless customer experience.
• Champion the voice of the customer internally, sharing structured insights to inform product and commercial decisions.
• Contribute to improving Customer Success processes, tooling and reporting to support scalability.

• You have 5+ years’ experience in Customer Success, Account Management or a similar customer‑facing B2B SaaS role.
• You have a strong track record of managing high‑value or complex customer portfolios.
• You have experience leading renewals and identifying expansion opportunities within accounts.
• You are confident engaging senior stakeholders and executives, building trusted, consultative relationships.
• You bring a coaching mindset and enjoy elevating others through guidance and example (formal people management experience is a bonus, not essential).
• You are commercially aware and comfortable taking ownership of retention and growth within your portfolio.
• You are tech‑savvy and quick to learn new platforms; experience with LMS/LXP systems is desirable.
• You thrive in a dynamic environment where priorities evolve and autonomy is high.
• You align strongly with Learn Amp’s values and ways of working.

• Integrity:
  Open, authentic and committed to benevolent honesty.
• Innovation:
  Curious, creative and comfortable with constructive tension.
• Impact:
  Action‑oriented and focused on delivering value quickly.
• Ownership:
  Self‑directed, accountable and resilient.

• Salary: £60,000‑£70,000 plus commission (dependent on experience).
• Holidays: 25 days paid holiday, increasing with tenure, plus option to buy additional leave.
• Bank Holiday Substitution:
  Flexibility to use bank holidays elsewhere in the year.
• Work‑from‑anywhere: 25 days work‑from‑anywhere, increasing with tenure.
• Sabbatical Leave:
  Option…