Customer Success Lead

Job Title: Customer Success Lead

Location: Hybrid working, home & Tech Hub Coimbra (monthly visits)

Working Hours: Monday - Friday, 40 hours

Job Status: Permanent

Who we are!

The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). Across our digital platforms we exceed

£20billion of Gross Merchandises Value (‘GMV’) on an annual basis. This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.

https://www.constellationautomotive.com/techhub

The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group.

About this team

FCM is a subsidiary of BCA, Europe’s largest used vehicle auction Company. Well over 1 million vehicles are managed via our solutions every year. FCM develops innovative software for mapping and controlling all processes in vehicle management. We are already making our solutions available to international corporations. One of our core competencies is the consideration of our customers' individual requirements in connection with our standard application. In the next 3 years we want to be the leading provider in our segment in Europe.

The Role

We are looking for an experienced Customer Success Lead to establish and lead our Customer Success function.

This role will own strategic customer relationships, ensuring customers realise value from FleetPace while acting as the primary link between customers and our Product, Engineering and Commercial teams. The successful candidate will define Customer Success best practices, build scalable customer engagement processes, and help shape the future operating model as the business grows.

This is a hands-on role, combining strategic account management with the opportunity to build a Customer Success organisation from the ground up.

Key Responsibilities

Customer Success

• Own relationships with a portfolio of strategic customers.
• Develop Customer Success plans tailored to customer objectives.
• Conduct regular business reviews with customers.
• Monitor customer health and proactively mitigate risks.
• Drive long-term customer success and retention.

Customer Enablement

• Deliver customer enablement sessions and promote best practices.
• Help customers maximise the value of the FleetPace platform.
• Identify opportunities to improve customer processes and platform usage.
• Monitor adoption and recommend actions to increase utilisation.

Customer Advocacy

• Act as the voice of the customer within FleetPace.
• Represent customer needs during product planning and prioritisation.
• Translate customer feedback into actionable product improvements.
• Work closely with Product Management to influence the roadmap based on customer needs.
• Translate customer feedback into actionable product improvements.
• Work closely with Product Management throughout discovery, refinement and prioritisation.
• Support feature adoption by communicating new capabilities and gathering customer feedback.
• Provide proactive updates on incidents, service requests, roadmap items and other agreed actions.
• Ensure customers remain informed and engaged throughout their lifecycle.

Cross-functional Leadership

• Coordinate closely with Product, Engineering, Support and Commercial teams.
• Ensure customer issues are owned and progressed across the organisation.
• Support customer implementations and major change programmes where required.

Build the Customer Success Function

• Define Customer Success processes, governance and success metrics.
• Develop customer engagement frameworks and health scoring.
• Establish scalable ways of working as the organisation grows.
• Mentor future Customer Success Managers.

Required Qualifications & Skills

• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering or a related field. A Master’s degree is desirable but not essential.
• Significant experience in Customer Success, Account Management or Customer Operations within a B2B SaaS or technology business.
• Experience building or scaling Customer Success functions is highly desirable.
• Experience managing enterprise or strategic customer relationships.
• Experience driving customer adoption and change management initiatives.
• Experience working with Product and Engineering organisations.
• Good understanding of Agile principles and product development lifecycle.
• Ability to translate customer needs into clear product requirements and priorities.
• Strong commercial and business acumen.
• Demonstrated ability to influence cross-functional teams without direct authority.
• Excellent relationship-building and stakeholder management skills.
• Excellent communication and presentation skills.
• Highly organised with strong prioritisation skills.
• Comfortable working in a fast-moving scale-up environment.
• Strong problem-solving and decision-making abilities.
• Fluent English (written and spoken).

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.