Customer Success Team Manager

As Coople continues to scale our technology platform, we’re evolving how we support customers—particularly large, complex enterprise clients—alongside our established base of small and medium-sized businesses.

We’re looking for a Customer Success Team Manager with deep SaaS experience to lead our team of Customer Success Managers across the UK and Switzerland. You will bring a clear view of what great customer success looks like in a SaaS business, helping us embed scalable processes, align around lifecycle management best practices, and deliver a world-class customer experience.

You will manage a growing, internationally distributed team, ensuring excellence in execution across both high-touch enterprise accounts and one-to-many SMB models. This is a hands-on leadership role, ideal for someone with a strong operational mindset and a passion for enabling customer success at scale.

• Lead, coach, and grow a high-performing team of Customer Success Managers (CSMs) working across multiple markets and customer segments.
• Bring a best-in-class SaaS customer success playbook to Coople, introducing frameworks for onboarding, adoption, health scoring, renewals, and expansion.
• Support the team in navigating complex enterprise relationships, acting as an escalation point and ensuring long-term success planning is in place.
• Scale one-to-many engagement approaches for small and medium accounts using automation, templated playbooks, and self-serve content.
• Collaborate closely with Sales, Product, and Marketing to deliver a seamless customer lifecycle experience.
• Own team operations—streamlining tools, workflows, and reporting to increase efficiency and consistency.
• Regularly attend strategic client meetings to deepen understanding of business needs and ensure we deliver on value.
• Lead internal change management as Coople shifts to a SaaS-centric business model, evolving the success function accordingly

About you

The ideal candidate has the following experience and skills:

• Proven experience in SaaS customer success leadership—you have led teams in a SaaS environment and understand the mechanics of driving customer value, retention, and growth through a software platform.
• 3+ years' experience managing Customer Success or Account Management teamsin B2B environments.
• Demonstrated success supporting both enterprise clients and SMB segments using a combination of high-touch and scalable success motions.
• Experience implementing and optimizing CS processes and tooling(e.g., health scoring, CRM/CSP systems, lifecycle playbooks).
• Strong operational and commercial thinking—you understand how to size opportunities, measure success, and allocate resources effectively.
• Experience working in international teams
• Excellent communicator and coach, capable of building high trust with team members and cross-functional partners.
• Fluency in Englishis required; German or French is a plus, but not mandatory.

Why join Coople?

Coople is reinventing flexible staffing. With over 1 million workers and 30,000 clients across the UK and Switzerland, we’re building a platform that supports a smarter future of work. We offer:

• A fast-paced, collaborative, and international working environment
• Hybrid work setup with regular in-person collaboration at our London office
• Training and development opportunities
• A mission-driven culture with real impact on the world of work
• Stock shares for all employees, various on-the-job trainings, enhanced pension contributions, flexible working, free lunches on Thursday and a great office in the heart of Old Street.

If you are a passionate and motivated person who wants an exciting career in a digital business, please do apply to join us.