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Customer Success Team Lead

Job Posted: 2 days ago

Salary: £ Competitive
Job Type: Permanent
Location: Kingston upon Hull, East Riding of Yorkshire, United King

Expire in: a month

Job Description

Who we are…

GlobalData is a specialist information services business helping clients decode the future, make better decisions and reach more customers. Through our data, expert analysis and innovative solutions, we provide intelligence across the world’s largest industries to companies, governments and industry professionals.

Formed in 2016 through the combination of multiple specialist firms, we are now a fully integrated global platform with 3,500+ colleagues across 20+ industries, supporting over 5,000 customers worldwide.

Why join GlobalData?

We are at a pivotal stage of growth, supported by recent investment and ambitious plans. It’s a fast-paced, entrepreneurial environment where collaboration drives success, and where curious, ambitious individuals can make a real impact as we continue to scale our Healthcare division globally.

The role…

As Customer Success Team Lead, you will own the critical first 12 months of every new GlobalData Healthcare customer relationship - the period most predictive of long-term retention, NPS, and expansion.

You will be responsible for designing and delivering a best-in-class onboarding experience that drives rapid time-to-value, strong product adoption, and high customer satisfaction from day one. Leading a team focused on early-stage customer success, you will manage the global 1st year renewal cohort, ensuring structured onboarding, strong engagement, and proactive renewal management.

What you’ll be doing

Onboarding Programme Design & Delivery

Design and own the GlobalData Healthcare onboarding programme from contract signature through to 90-day and 6-month milestones
	
Build structured onboarding playbooks across customer segments to ensure consistent, measurable time-to-value
	
Manage onboarding health score frameworks (via Planhat), tracking adoption, engagement and usage signals
	
Lead a team responsible for 1st year customer success delivery across North America and EMEA
	
Develop onboarding content, training materials and self-serve resources in collaboration with Marketing, Product, R&A and Account Management

1st Year Renewal Ownership

Own and deliver against global 1st year renewal targets
	
Build and manage the renewal calendar, ensuring proactive engagement 90+ days ahead of renewal
	
Partner with Commercial teams on renewal strategy, upsell opportunities and multi-year deal positioning
	
Implement early warning systems for churn risk using usage data, LOR scores and CSAT indicators

Usage Engagement & Value Realisation

Drive product adoption and improve login/usage across new customers
	
Partner with Analytics to identify trends, under-utilisation and opportunities for re-engagement
	
Continuously improve the customer journey from onboarding through first renewal
	
Build and manage a structured Voice of Customer programme, capturing NPS and CSAT at key milestones

Team Leadership & Operations

Lead, coach and develop the onboarding team, setting clear KPIs and performance expectations
	
Work closely with Commercial Directors to ensure alignment across customer lifecycle
	
Manage Planhat workflows and automation to ensure every account is actively tracked from day one
	
Report on performance, including renewal forecasts, churn risk and NPS trends to senior stakeholders

What we’re looking for…

Essential Experience

5+ years in Customer Success or Onboarding, with experience designing scalable onboarding programmes
	
Proven track record of improving early-stage retention and product adoption in a B2B SaaS or data environment
	
Experience managing and developing Customer Success or onboarding teams
	
Strong analytical capability, including forecasting, cohort analysis and usage tracking
	
Excellent project management skills with the ability to manage multiple priorities

Desirable Experience

Experience with tools such as Planhat, Gainsight or similar platforms
	
Background in healthcare, life sciences or data/intelligence sectors
	
Familiarity with customer journey mapping and customer experience design

Personal Attributes

Customer-focused with a strong sense of ownership over customer outcomes
	
Structured and process-driven, with the ability to scale programmes effectively
	
Data-led decision maker, using insights to drive action
	
Strong coaching and leadership capability
	
Collaborative, working cross-functionally to remove barriers and improve outcomes
	
Able to operate with pace and urgency, particularly within the first 90 days of the customer lifecycle

In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit (url removed)

GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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Looking for your next career move? Join a top company hiring Customer Success Team Lead job near me in Kingston upon Hull, East Riding of Yorkshire, United King! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!