CS Team Lead

Clinic Agenda is growing, and so is the number of clinics that rely on it every day. We are looking for a Team Lead to turn a Customer Success team of around 8 reps into the reason clinics stay and grow with us.

Our Customer Success processes are mature and well established. We expect you to master them quickly and then challenge them: give you feedback on what you think it works, sharpen what doesn't, and move the team from reacting to churn requests to a proactive, commercial and data-driven approach. You will be measured on results, and you will have the autonomy to decide how to get them.

• Numbers first. You open every discussion with data. You know your portfolio's health, churn and expansion figures without having to look them up.

• Data-driven decisions. Intuition gives you a hypothesis; data confirms or rejects it. You test, measure and adjust.

• You escalate always with a proposal. When something needs leadership's attention, you bring the analysis, the options and your recommendation.

• Ownership and accountability. You take full ownership of your team's results. When a target is at risk, you are the first to see it, explain it and present the plan to recover it.

• Outcomes over activity. You care about results, not about how busy the team looks.

• You build people. You set clear expectations, give honest feedback and measure your own success by how much your reps improve. You also take tough decisions if needed.

• Lead, coach and develop around 8 Customer Success Reps, some of them early in their careers.

• Set clear expectations, run regular 1:1s and call reviews, and give direct, actionable feedback.

• Spot skill gaps early, build training plans to close them and track each rep's performance continuously.

• Hire, onboard and grow talent so the team gets stronger.

• Co-own with RevOps and CS Manager, the upselling and cross-selling strategy across the existing clinic base.

• Use product usage and customer data to find expansion opportunities and turn them into revenue.

• Run retention and churn-reduction strategies across the portfolio.

• Detect at-risk clinics early through usage, engagement, support signals, and act before they churn.

• Master our established Customer Success processes and KPIs, then challenge them with data and improve what no longer works.

• Keep workflows, escalation paths and service-level standards up to date and consistently applied.

• Structure internal documentation so reps can find the information they need, fast.

• Design an onboarding programme for new joiners that shortens their ramp-up time.

• Analyse quality insights with our internal AI tool to improve process adherence and service quality.

• Ensure smooth day-to-day operations: capacity, coverage and service levels are always under control.

• Coordinate with Sales, Product, Finance and Customer Care so clinics get one seamless experience.

• Partner with Revenue Operations on reporting, automation and prioritization.

• Step into key customer conversations when the situation needs it.

You are accountable for these targets, and you decide how the team gets there:

• Expansion MRR: New recurring revenue from upselling and cross-selling to existing clinics

• Churn MRR: Recurring revenue lost through cancellations and downgrades

• Net Revenue Retention: Overall revenue kept and grown across the portfolio

• Onboarding & Farming Quality: Overall quality standards