Customer Success Lead



Customer Service, Sales & Business Development
London, UK
Posted on Friday, August 25, 2023


90% of the 200 top global cities have a housing crisis and it’s too difficult for property developers to build the places we need. To keep up with demand, the property industry needs to keep evolving.

LandTech is part of that evolution.

We’re supercharging the whole development process by building technology for every stage of a property developer's journey towards unlocking land. We started eight years ago, with two co-founders who built a product to help understand the development potential of any piece of land – LandInsight

Fast forward to now, and that product is the industry standard for site sourcing and assessment, and we’re a multi-million-pound business carving a path to international success . . .

Put simply, our mission is, “Create an open land market to unlock its potential for everyone.


A multi-award winning, value-driven company, offering a unique challenge as part of a High Performance Organisational culture that will push you out of your comfort zone, yet offer the support, guidance and empowerment to help you both grow and thrive on this rewarding journey.

Offering a Hybrid working environment and flexible working arrangements, we holistically support both your personal and professional development. We provide quarterly performance reviews, strategic training and transparent career pathways; all the way through to offering personal development funds, cross-departmental socials, and exciting and informative learning workshops.


The Customer Growth Team is responsible for all things customer-related

.We work hard to know why our customers brought our products and with that knowledge we work with them to provide clear actionable plans on how to achieve the most value in an effort to exceed their expectations and achieve their business objectives.

Covering the full lifecycle of the journey we give our customers the training, education and ongoing support to help them be more successful in their roles.

This leads to growth in accounts, high retention rates...and the overall success of the business!

Our customers' success is our success.


Reporting to the Head of Customer Success, alongside looking after a small number of larger accounts, you will also be responsible for a team of high-performing and ambitious Customer Success Managers.

Leading by example and giving guidance on best practice by joining calls, running coaching and training sessions, and hosting regular one-to-ones, you’ll inspire your team to deliver against ambitious targets, ensuring that they are set up for success and have the tools available to do the best job possible.

Working alongside the Head of CS you will make sure your team understands the strategic vision of the department and wider business and the role they play in making it happen.

Key Responsibilities

  • Lead and mentor your team instilling a growth mindset culture
  • Manage and monitor team member performance and carry out objective setting and coaching with regular structured review meetings to inspire, motivate and nurture the future leaders of LandTech
  • Act as a trusted advisor to your portfolio of Enterprise customers, engaging with key stakeholders on how best to achieve maximum value from our products and ensuring their expectations are exceeded
  • Lead by example by achieving positive NRR growth on your portfolio through expansion and renewal
  • Effectively work cross-functionally across the organization to shape LandTech solutions to meet client needs
  • Collaborate with the Head of Customer Success to highlight where existing processes and practices could be improved, documenting relevant changes and supporting with the execution of change
  • Proactively provide updates to the Head of Customer Success on team performance, account risks and opportunities, and priorities for the week ahead
  • Act as a day to day mentor and role model for members of your team, ensuring you are accessible and available to provide day to day support, guidance and an escalation route wherever possible

Key Deliverables

  • Achieve monthly/quarterly OKRs and KPIs in line with the business needs
  • Ensuring a target percentage of our customers renew
  • Delivering value realisation and ROI for all clients
  • Contribute to and maintain a company NPS score of 60 and above
  • Maintaining customer health scores above agreed targets
  • Supporting your team to maintain all of their individual targets/KPIs



  • Solid experience within SaaS organisations
  • Experience leading, coaching, and empowering a customer success team (3+ in headcount)
  • Experience working directly with Enterprise businesses
  • Excellent organisational, analytical and influencing skills, with proven ability to take initiative and build strong, productive relationships
  • Experience using Customer Success Software

Nice to have:

  • Experience within a scale up environment
  • Experience with CRM systems
  • GoogleSuite


  • WE BUILD WITH ACCOUNTABILITY - Anchored by integrity with responsibility for, and consciousness of, our actions, results and behaviours.
  • WE BUILD WITH COHESION - Working in a unified, harmonious, collaborative, and trusting way.
  • WE BUILD WITH COURAGE - Being tenacious, dynamic, and brave, undaunted by challenges. Through harnessing a creative mindset, continuously learning, experimenting and solving problems innovatively

These are our values and we live them every day. Do you share them?


  • Equity Options
  • Hybrid Working
  • Flexible Working Hours
  • 25 days Paid Holiday (plus bank holidays)
  • Flexible Bank Holidays
  • Unlimited Unpaid Holidays
  • Enhanced Parental Leave
  • Fertility and Family Planning Leave
  • Volunteer Charity Day
  • £500 Personal Growth fund
  • Financial Planning Support
  • Strategic Training fund
  • £200 Remote Working fund
  • Private Health and Dental Insurance
  • Life Insurance of 4 x annual salary
  • Reward and Recognition Program
  • Increased Pension contributions after 12 months service
  • Dog-friendly office

LandTech are an equal opportunity employer. We do not discriminate on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or any other individual differences.

We are committed to ensuring that no applicant is disadvantaged by conditions or requirements.

We are proud to say that all employment is decided on the basis of merit.