Lifecycle & Customer Success Manager

DUTIES AND RESPONSABILITIES | About the role

The Lifecycle & Customer Success Manager is a strategic leadership role responsible for developing and executing customer retention, renewal, adoption and growth strategies across a global technology portfolio. Working within a matrix organisation, the role combines customer lifecycle management, commercial performance, operational governance and team leadership to maximise customer value, retention and long-term business growth.

As the Lifecycle & Customer Success Manager, you will:

• Define and execute the global customer lifecycle and customer success strategy.
• Lead, coach and develop Customer Success Specialists and Renewals Specialists.
• Own customer retention, renewal and recurring revenue performance targets.
• Drive customer adoption, engagement and value realisation across the portfolio.
• Implement and embed customer success methodologies and best practices.
• Design and manage customer health frameworks, including health scoring, risk identification and intervention plans.
• Establish customer success governance, reporting and operational processes.
• Lead executive business reviews and develop strategic customer engagement programmes.
• Build and manage customer advocacy, reference and success programmes.
• Identify expansion opportunities and collaborate with sales teams to drive incremental growth.
• Own renewal forecasting, pipeline management and performance reporting.
• Evaluate, recommend and support the implementation of customer success technologies and tools.
• Drive continuous improvement initiatives to enhance customer experience, retention and operational effectiveness.

QUALIFICATIONS AND EXPERIENCE | ABOUT YOU

The ideal Lifecycle & Customer Success Manager:

• Bachelor's degree in Business, Sales, Marketing, Customer Success or a related discipline.
• Proven experience in Customer Success, Renewals, Customer Lifecycle Management or Account Growth functions.
• Strong knowledge of subscription, recurring revenue and customer retention business models.
• Experience leading and developing high-performing customer-facing teams.
• Demonstrated success in driving customer adoption, retention and expansion outcomes.
• Experience designing customer health frameworks, success plans and adoption programmes.
• Strong commercial, financial and analytical skills with experience managing performance metrics.
• Excellent stakeholder management and executive communication capabilities.
• Proven ability to operate effectively within a global matrix organisation.
• Strategic, customer-focused and results-oriented approach.
• Data-driven mindset with the ability to translate insights into actionable business decisions.