Client Services Team Leader

Client Services / Customer Success Team Leader
Exeter Permanent Full-time

A growing, purpose-driven consultancy is looking for a Client Services / Customer Success Team Leader to help stabilise, structure, and develop its client support function.

This is a hands-on role combining front-line client work with leadership of a small, experienced team.



The Role

You ll combine hands-on client ownership with team leadership, supporting a small team while helping evolve processes, systems and service standards.
Key areas include:

• Managing a portfolio of B2B clients and delivering outstanding customer outcomes
• Leading and supporting a team of Client Services Managers
• Helping transition the function from reactive support into proactive Customer Success
• Implementing service structure: SLAs, prioritisation frameworks, workflows and reporting
• Supporting onboarding and long-term client value delivery
• Working closely with Sales and Consultants to drive retention and commercial value
• Contributing to scale-up planning as the function grows

What We re Looking For
Essential:

• Proven B2B Customer Success / Client Services leadership experience
• A track record of building, improving or shaping Customer Success programmes
• Experience scaling or stabilising teams in a growing environment
• Comfortable being hands-on while leading others
• Strong process mindset improving how things work, not just firefighting
• Confident using CRM / ticketing / workflow systems
• Strong stakeholder management and communication skills

Highly Desirable:

• Experience helping scale teams or functions
• Exposure to customer success frameworks or Voice of Customer initiatives
• Background in professional services, SaaS, utilities, consultancy or similar B2B environments

This role will suit someone commercially minded, organised, and motivated by creating structure and impact.
What s On Offer

• Salary: £32,000
• Hours:
  
  Monday to Friday, 9am 5pm
• Holiday: 26 days + bank holidays (rising to 28 after 2 years)
• Group Life policy
• Genuine opportunity to shape and grow a function as the business scales

Interested?

If you re a Customer Success leader who enjoys building teams, improving operations, and making a genuine impact we d love to hear from you.

Apply now

Pivotal Recruit, a brand of Pivotal Partnerships Ltd, is acting as an Employment Agency when advertising this vacancy.