Customer Success Lead

Role Overview

This position anchors the full post-sale journey for customers, from their first encounter with the product through long-term loyalty and expansion. You will own the interplay between onboarding, ongoing support, and revenue growth, acting as the bridge that turns a positive initial experience into a durable, repeatable relationship. Working at the crossroads of a fast-moving cold chain and technology business, your efforts directly safeguard recurring revenue and shape how the market perceives the brand.

Key Responsibilities

• Build and maintain a structured customer success framework, defining service standards, escalation paths, and team workflows that keep every interaction consistent and valuable.
• Lead, coach, and develop a customer success team, instilling a proactive mindset and holding the team accountable for measurable outcomes in retention and satisfaction.
• Manage the complete onboarding lifecycle for new customers, ensuring they are set up on the Markiti platform correctly, trained effectively, and guided through their first orders to drive early adoption and confidence.
• Diagnose at-risk accounts and implement proactive playbooks to reduce churn, using engagement signals, feedback, and usage patterns to intervene before dissatisfaction becomes a cancellation.
• Identify expansion potential within the existing customer base by analysing purchasing behaviour and basket composition, then coordinating with Sales to convert opportunities into larger or more frequent orders.
• Serve as the final escalation point for complex customer issues, working directly with Operations and Dispatch to resolve service failures and ensure the root causes are addressed.
• Run periodic business reviews with key accounts, presenting performance data, gathering strategic input, and aligning on mutual goals for the next quarter and beyond.
• Track and report on the core success metrics — including retention rates, customer satisfaction scores, net promoter feedback, repeat purchase frequency, and lifetime value — using these insights to refine practices across the organisation.

Requirements & Qualifications

• A bachelor's degree in Business, Marketing, Customer Experience, or a related discipline.
• At least four years of hands-on experience in customer success, account management, or customer service leadership — with demonstrated ownership over retention or satisfaction outcomes.
• Experience operating in FMCG, logistics, retail, food distribution, or a technology-led environment is strongly preferred, because the role requires navigating both physical delivery constraints and digital product adoption.
• Proven ability to lead and motivate a team, balancing direct coaching with cross-functional influence across Sales, Operations, and Marketing.
• Comfort working with customer data and analytics, including translating churn risk, usage trends, and survey results into concrete action plans.
• Excellent written and verbal communication skills, capable of handling sensitive escalations and presenting performance reviews to customers and internal stakeholders alike.
• A strategic mindset that pairs day-to-day operational discipline with long-term thinking around customer lifetime value and programme improvements.