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