Team Lead - Customer Success & Account Management

The Team Lead - Customer Success & Account Management will be responsible for leading Codec's Customer Success and Account Management function, with explicit ownership of the existing customer billings number across both strategic and non strategic, while also carrying an agreed personal billings target. This is a commercially accountable leadership role. The successful candidate will be responsible for ensuring Codec protects, grows and expands revenue across its existing customer base by driving renewals, retention, customer satisfaction, adoption, upsell and cross-sell. The role will lead a team of Customer Success / Account Management professionals and will be expected to create a culture of accountability, proactive customer engagement, disciplined account planning and measurable commercial performance. This person will not simply manage relationships. They will be expected to own the group number and deliver their personal target, understand the billings profile of the customer base, forecast accurately, manage risk early and ensure Codec maximises revenue from both strategicaccounts and the wider customer portfolio. Core Commercial Accountability The Team Lead will have direct ownership of the Customer Success and Account Management group billings target and will also carry an agreed personal billings target, covering: · Strategic customer billings · Personal billings target from directly owned accounts and opportunities · Non-Strategic customer billings · Renewals and retention of existing resources. · Expansion revenue · Upsell and cross-sell · Contract extensions · Revenue protection · Forecast accuracy · Customer risk mitigation This role will be measured on the ability to deliver both the agreed group billings target across the entire customer base and the role holder's personal billings target, with particular focus on ensuring Codec achieves its targets in the strategically important customer segment. Key Responsibilities Key Responsibilities 1. Ownership of strategic and non strategic billings · Own the annual and quarterly group billings target for the Customer Success Account Management team. · Carry and deliver an agreed annual and quarterly personal billings target from directly owned strategic and non strate accounts and opportunities. · Take clear accountability for performance across both strategic and non strategic customer segments. · Ensure every customer has a defined commercial plan covering renewal, retention, expansion, relationship ownership, risks and next best actions. · Build and maintain a forward-looking billings forecast across the full customer portfolio. · Identify revenue gaps early and create action plans to close them. · Track performance against target on a weekly and monthly basis. · Ensure the team understands the group billings target, individual contribution expectations and the actions required to deliver the number, while maintaining clear accountability for the role holder's own personal target. · Provide clear reporting to the Commercial Director on billings performance, forecast confidence, revenue risks and growth opportunities. 2. Strategic Customer Focus · Treat strategic customers as a key strategic priority for Codec. · Ensure there is a named owner, clear account plan, relationship map, renewal plan and growth plan for each strategic customer. · Drive proactive engagement with strategic customers to identify expansion, adoption and transformation opportunities. · Ensure Codec is positioned as a strategic partner rather than a reactive supplier. · Monitor customer health, satisfaction, engagement and commercial opportunity across all strategic accounts. · Escalate risk early where customer satisfaction, delivery issues, commercial blockers or lack of engagement could impact billings. · Work with Sales, Delivery, Support and Consulting to ensure strategic customers receive a joined-up Codec experience. 3. Non-Strategic Customer Growth and Retention · Ensure non-strategic customers are actively managed and not left as passive renewal accounts. · Segment the non-strategic customer base by value, growth potential, risk and strategic importance. · Identify customers that can be developed into higher-value accounts. · Drive retention and renewal discipline across the broader customer portfolio. · Ensure regular customer engagement, account reviews and commercial opportunity tracking. · Identify upsell and cross-sell opportunities within the non-strategic base. · Reduce revenue leakage by ensuring renewals, contract changes and expansion opportunities are managed early. 4. Team Leadership and Performance Management · Lead, coach, mentor and develop the Customer Success and Account Management team. · Set clear individual targets aligned to the overall billings number. · Create accountability at individual and team level for renewals, retention, expansion and customer satisfaction. · Hold regular one-to-ones focused on account actions, commercial progress, risk and performance. · Challenge poor performance early and put corrective action plans in place where required. · Build a team culture that is commercially sharp, customer-focused, proactive and accountable. · Ensure the team is not simply relationship-managing customers, but actively driving measurable value and revenue outcomes. 5. Customer Strategy and Relationship Management · Build, Track and close AI opportunities into our existing base. · Ensure the team builds strong, trusted relationships with Codec customers. · Working across all internal Codec teams to own senior stakeholder engagement across key accounts. · Ensure strategic customers have clear customer success plans, commercial plans, relationship maps, product roadmaps, and governance structures. · Lead or support executive-level customer reviews. · Ensure customer issues are escalated, tracked and resolved in a way that protects the relationship and the commercial position. · Drive customer satisfaction, loyalty and long-term retention. 6. Forecasting, Reporting and Governance · Own the customer billings forecast across all accounts. · Provide weekly updates on current billings performance, forecast against target, renewal risks, expansion opportunities, customer escalations, account performance and growth opportunities. · Ensure CRM and account records are accurate and up to date. · Maintain clear visibility of renewal dates, contract values, commercial risks and revenue opportunities. · Provide accurate reporting to the Commercial Director and wider Sales leadership team. Skills, Knowledge and Expertise Required Experience and Qualifications · 10+ years in Customer Success, Account Management, Commercial Account Leadership or similar client-facing roles. · 5+ years in people / team management preferred. · Proven experience owning or materially contributing to billings, renewals, retention or expansion targets. · Strong commercial acumen and ability to translate customer relationships into measurable revenue outcomes. · Experience managing enterprise or strategic customer relationships. · Proven ability to engage confidently with both IT and business leaders. · Excellent communication, presentation and stakeholder-management skills. · Strong analytical skills, forecasting discipline and business judgement. · Knowledge of Microsoft business applications and enterprise technology environments desirable. Key Skills and Competencies · Commercial ownership and billings accountability · Leadership, coaching and performance management · Strategic account management · Executive stakeholder engagement · Forecasting, pipeline discipline and revenue risk management · Customer relationship building and customer success planning · Commercial negotiation and opportunity qualification · Cross-functional collaboration across Sales, Delivery, Support and Consulting · Problem solving, decision making and escalation management · Process improvement mindset and operational discipline