Customer Success Lead - THG Ingenuity

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

Role: Customer Success Lead

The Customer Success Lead is responsible for managing and growing a portfolio of Tier 1 strategic accounts, building executive-level customer relationships and ensuring customers achieve measurable business outcomes. The role owns retention, renewal, expansion, Annual Contract Value (ACV), and Revenue Recognition performance across their account portfolio.

Working closely with Customer Success Managers who support operational delivery, the Customer Success Lead acts as the senior customer advocate, driving strategic account planning, commercial success, and long-term partnership growth while ensuring delivery excellence and customer satisfaction.

Key Responsibilities:

Strategic Account Ownership

Own and lead a portfolio of Tier 1 strategic customer accounts from onboarding through renewal and expansion.
Develop trusted relationships with executive stakeholders and key decision-makers.
Create and execute strategic account plans aligned to customer business objectives and growth ambitions.
Act as the senior point of contact for customer success, commercial discussions, and escalation management.

Customer Success & Growth

Develop a deep understanding of each customer's business, priorities, and success measures.
Drive customer adoption, value realisation, and achievement of agreed business outcomes.
Lead retention and renewal strategies to maximise Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Identify, develop, and close expansion opportunities to increase account value and long-term partnership growth.

Executive Engagement

Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), providing strategic insights, performance updates, and future growth recommendations.
Influence customer strategy through data-driven recommendations and thought leadership.
Build strong executive sponsorship within customer organisations.

Commercial Ownership

Own ACV, Revenue Recognition, renewal, and expansion targets across assigned accounts.
Lead commercial negotiations and renewal discussions in partnership with Sales where required.
Proactively identify commercial risks and take corrective action to protect revenue and customer retention.

Performance Management & Forecasting

Monitor customer health, service performance, commercial outcomes, and delivery against agreed KPIs.
Maintain accurate forecasting, pipeline management, and CRM data.
Provide clear reporting on account performance, risks, opportunities, and revenue projections.
Drive accountability for customer success metrics across the portfolio.

Governance & Risk Management

Lead account governance, delivery oversight, and risk management activities.
Proactively identify operational, commercial, and delivery risks and coordinate mitigation plans.
Manage complex customer escalations, ensuring timely resolution and maintaining customer confidence.

Leadership & Collaboration

Coach, mentor, and support Customer Success Managers, sharing best practice and developing team capability.
Foster a high-performance customer-centric culture across the Customer Success function.
Work cross-functionally with Sales, Delivery, Product, Finance, Operations, and Technical teams to ensure successful customer outcomes and seamless execution of strategic initiatives.

Skills & Experience:

Proven experience in Customer Success, Strategic Account Management, Client Services, or Account Management within Ecommerce, SaaS, Technology, Digital Services, or similar environments.
Demonstrated success managing enterprise or strategic customer relationships and delivering retention and growth targets.
Strong commercial acumen with experience owning renewals, expansion revenue, ACV growth, and revenue forecasts.
Excellent executive stakeholder management skills with the ability to influence senior customer audiences.
Experience leading Executive Business Reviews and strategic planning discussions.
Strong analytical skills with experience using CRM platforms, forecasting tools, and performance reporting.
Proven ability to manage customer escalations and navigate complex business challenges.
Experience coaching, mentoring, or leading Customer Success professionals.
Proficient in PowerPoint, Excel, CRM systems, and customer success technologies.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.