Sales Support Leader

Sales

• Are you interested in leading and developing a Customer Success organization, shaping strategy, growing future leaders, and helping customers realize lasting value?
• Would you enjoy partnering with Sales leadership to create a unified customer-facing organization while influencing business performance, customer value, and long-term success?

Practical Information

Location: London, UK | Work Arrangement: Hybrid | Contract type: Full-time | Reports to: UK Sales Leader | Visa Requirements: Valid visa for UK | Language Requirements: Fluent/professional English, written and verbal

As our Sales Support Leader, you will define the strategy, operating model, and direction of our Customer Success function, ensuring exceptional customer outcomes and sustainable business growth. You will lead and develop high-performing teams while aligning Customer Success, Sales, Account Management, and delivery functions to create a seamless customer experience. Working closely with Sales Leadership, you will help Customer Success and Sales operate as one customer-facing organization with shared accountability for customer value, retention, satisfaction, and growth. Through strong leadership, governance, and continuous improvement, you will strengthen organizational effectiveness and customer success across the business.

Key responsibilities

• Functional Leadership & Organisation Design
  • Lead and continuously evolve the Customer Success function, operating model, and organisational structure to support business growth, customer segmentation, scalability, and customer outcomes.
  • Own workforce planning, resource allocation, governance, and performance frameworks, ensuring clear accountability and effective alignment between Customer Success and Account Management teams.
• Sales Alignment & Business Partnership
  • Partner closely with Sales Leadership to operate as a unified customer-facing organisation with shared accountability for customer value, retention, renewals, growth, and advocacy.
  • Establish aligned goals, engagement models, and decision-making processes while ensuring customer insights, risks, and growth opportunities are effectively communicated and acted upon.
• Customer Experience & Customer Success Strategy
  • Define and execute the Customer Success strategy, operating standards, and governance that deliver consistent, high-quality customer experience across all customer segments.
  • Drive customer satisfaction, retention, and value realisation through effective lifecycle management, customer insights, continuous improvement, and executive sponsorship of critical customer situations.
• People Leadership & Capability Development
  • Build and lead a high-performing Customer Success organisation through coaching, performance management, succession planning, and leadership development.
  • Foster a culture of learning, collaboration, innovation, and inclusion while ensuring the function has the skills and capabilities required to meet evolving customer and business needs.
• Governance, Performance & Operational Excellence
  • Define and monitor key performance measures across customer, operational, and organisational outcomes, promoting consistency, accountability, and business impact.
  • Drive operational excellence through governance, standardised processes, reporting, data quality, performance insights, and continuous improvement initiatives.

• Proven leadership experience in Customer Success, Account Management, Service Delivery, or a similar customer-facing environment.
• Demonstrated capability in organisational design, workforce planning, and performance management.
• A track record of building high-performing teams and developing leaders and talent.
• Commercial acumen, with a solid understanding of customer retention, renewals, growth, and value realisation.
• The ability to build trusted partnerships across Sales and other customer-facing functions.
• A data-driven approach, translating customer and performance insights into clear priorities and action.
• Clear, credible, and inclusive communication skills, with the ability to influence and engage senior stakeholders.

What we offer 

Our company benefits vary based on your location, but always include: 

• Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)
• A mentor who supports your successful start and is at your side with advice and action
• President’s Club: Recognition awarded by leadership and your peers
• Flexible work: Do great work from anywhere but also visit local office to deliver excellence in team relationship
• Lifelong education: A variety of training and development opportunities
• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.