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.

Role Purpose

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.

What You Will Do

• 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.

Requirements

About You

• 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.

Values Alignment

We hire for values-fit, not culture-fit. We look for people who want to contribute to and strengthen our culture.

• 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.

Benefits

Salary & Perks

• Salary: £60,000-£70,000 plus commission (dependent on experience).

• Holidays: 25 days paid holiday, increasing with tenure, plus the 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 after 5 years.

• Employee Options Scheme: Available after 12 months.

• Flexibility: This role offers a very flexible hybrid working model.

• Equipment: Work laptop and £250 office equipment budget.

• Health Insurance: Private medical insurance with Vitality.

• Eye Test: Annual eye test.

• Cycle to Work Scheme: Available.

• Employee Perks Program: Perks at Work.

• Company Social Events: Monthly events and quarterly All Hands Days.

• Learning and Development: Commitment to your ongoing learning and development - it's in our DNA!

At Learn Amp, we embrace diversity and foster an inclusive environment for people to feel fulfilled at work. This is central to our mission ‘making work life, work better’.

Our team comes from a variety of backgrounds, and we know that some people are less likely to apply for the role unless they’re 100% qualified - if you’re unsure, please apply.

We hire on a rolling basis, please apply early. Due to the high volume of applicants we receive, we regret that we’re unable to reply to everyone. We only contact people who we’d like to shortlist to take part in our interview process. Thanks for your understanding.