Customer success Team Lead

Soldo Italy

Soldo is the proactive spend management solution that frees progressive businesses to accomplish more. Over 25,000 organisations across 31 countries use Soldo to end slow, messy, and inefficient spending, bringing financial agility and control over every expense.

Soldo frees finance with a uniquely proactive approach to managing decentralised spending. By combining a powerful spend management platform, user-friendly app, and versatile payment methods, Soldo automates expense admin to eliminate inefficiencies in managing business spending.

By proactively managing decentralised spend, organisations empower employees to spend when and where it’s needed, maintaining high productivity while avoiding month-end surprises. Founded in 2015 by Italian digital innovator Carlo Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and Rome. We’re looking for people with big ambitions, cool heads, sharp minds, and warm hearts. Come and join us as we grow together.

What’s in it for you

• Private healthcare – for you and your family
• Genuine career development opportunities, including a personal annual £500 budget for growth
• Access to training, mentorship, workshops, and leadership programmes
• Flexible working options, including remote work and office presence in Marylebone
• 60 days’ work anywhere, even outside the UK
• 25 days’ annual leave plus public holidays, plus extra days on Christmas Eve, New Year’s Eve, and your birthday
• Up to 2 volunteering days per year
• Your own personal Soldo card
• Employee Assistance Programme
• Tax-efficient bike-to-work scheme

The role

We are seeking a Customer Success Team Lead for the UK & Ireland who will be responsible for leading a team of Customer Success Managers (CSMs). The team will focus on driving customer ramp-up, retention, expansion, and adoption across a diverse portfolio of mid-market and enterprise clients.

Reporting to the Head of Sales UK & I, you will be a hands-on manager, supporting customer engagements while also owning team performance against upsell and retention targets. As a leader, you will help your team balance proactive use case-driven expansion with consultative support, ensuring that every customer realises the full value of Soldo.

You will collaborate closely with Sales, Pre-Sales, Onboarding, Professional Services, and Product Marketing teams to support smooth customer transitions and promote adoption. Your success will be measured by your team’s ability to maintain high customer satisfaction, achieve upsell targets, and deliver world-class customer experiences.

This is an excellent opportunity for a results-driven leader who thrives in a fast-paced, customer-centric SaaS environment.

We’re looking for someone who must have:

• Experience leading and managing a team of Customer Success Managers, providing coaching, mentoring, and support to meet retention and upsell goals.
• Ownership of team performance metrics, including upsell quotas, retention rates, and customer satisfaction scores.
• Hands-on engagement with high-potential or complex customer accounts to model best practices in relationship management and upsell execution.
• Ability to collaborate with the Head of Sales UK & I to develop and refine customer success strategies aligned with regional growth objectives.
• Support for team members and close partnership with Pre-Sales in complex customer engagements, helping structure growth plans and deliver Quarterly Business Reviews (QBRs).
• Drive adoption of best practices for customer success, including proactive account planning and stakeholder management.
• Partner with Onboarding and Professional Services teams to ensure smooth handovers and aligned success criteria.
• Analysis of team performance and customer health data to identify trends and opportunities for improvement.
• Reporting on performance metrics, forecasting revenue, and providing insights to senior leadership.
• Championing customer feedback to inform product, marketing, and internal improvements.
• Fostering a positive, collaborative team culture focused on commercial success, customer-centricity, and personal development.