Customer Success Lead

Job reference

REQ

Date posted

24 / 09 / 2025

Application closing date

08 / 10 / 2025

Location

See advert

Salary

£45,000 - £51,000 per annum

Package

Package : 26 days holiday per year (plus bank holidays), which increases with service. Excellent pension scheme, staff discount scheme

Contractual hours

35

Basis

Full time

Job category / type

Job description

Location : Hybrid, London or Peterborough

Salary : £45,000 - £51,000 per annum

Hours : 35 per week

Contract Type : Permanent

Make a Real Impact : Customer Success Lead at RNIB

About the Role :

As Customer Success Lead you will drive the client success strategy, growth, and profitability of RNIB's Accessible Print and Content business whilst delivering on RNIB's mission to create a more inclusive society for people with sight loss.

Operating as part of the sales and commercial leadership, this role will manage the account and customer success teams, contributing to high value, high impact, long term relationships, optimal client experiences, and quality delivery.

Key Responsibilities. :

Commercial Strategy & Vision :

Define and refine the accessible communications and client service roadmap, ensuring offerings meet market demand and align with RNIB's expertise and mission.

Conduct in-depth market analysis, competitor benchmarking, and customer segmentation to inform strategic decisions.

Set ambitious targets and develop clear action plans to achieve them for both individual and team performance.

Account and Client Success Leadership :

Lead, mentor, and manage the account and success teams focused on accessible print and content solutions.

Develop and implement effective account management and success methodologies, tools, templating and optimal processes.

Cultivate and maintain long-term partnerships with high value enterprise accounts

Oversee strategies for exceptional client success and day to day account management, ensuring high levels of client satisfaction and retention.

Identify growth opportunities for expansion and cross selling. Implement systems for gathering client feedback and using it to drive continuous improvement in services.

Identify opportunities for efficiency improvements and revenue optimisation

Forecasting, Reporting & Performance Analysis :

Provide regular, detailed financial and commercial performance reports to senior leadership.

Ensure accurate forecasting of work volume and resource requirements for accessible print production.

Collaborate closely with operational teams to develop and implement robust demand and capacity planning processes.

Team Leadership & Development :

Set clear performance objectives and provide regular feedback, coaching, and professional development opportunities to team members.

Conduct regular one-on-one meetings and team sales reviews to monitor progress, address challenges, and key account strategies.

Foster a collaborative and results-driven culture within the commercial team and across relevant departments.

Experience Required :

Commercial Leadership : Proven track record in a commercial leadership role, and demonstrable success in driving significant revenue growth.

Industry Experience : Strong experience in print, publishing, content solutions, accessibility services, or a related B2B service industry. Experience with accessible formats is highly desirable.

Operational Alignment : Demonstrated experience in collaborating with operational teams for effective demand forecasting, capacity planning, and workflow optimisation.

Strategic Acumen : Excellent strategic thinking and planning skills, with the ability to identify market trends, develop competitive strategies, and execute complex commercial plans.

Sales & Business Development Expertise : Extensive experience in B2B sales, key account management.

People Leadership : Proven ability to lead, motivate, and develop high-performing commercial teams.

Communication & Influence : Exceptional communication, negotiation, and presentation skills, with the ability to influence senior stakeholders and external partners.

Passion : A genuine commitment to RNIB's mission of creating a more inclusive society for people with sight loss, and a passion for accessible information.

Travel : Willingness to travel as required for client meetings, industry events, and internal engagements.

Why Join RNIB?

Make a real difference in the lives of people with sight loss.

Work for a leading charity with a strong reputation.

Enjoy a flexible hybrid working environment.

Be part of a supportive and collaborative team.

Opportunity to develop your career and grow professionally.

Be part of a company that is creating accessible content and consultancy solutions that are changing the way business is done.

What We Offer

RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.

How to Apply

If you'd like to apply for this opportunity, please apply online, uploading your CV and a compelling cover letters, telling us how you meet the essential criteria in the job description.

Join us at RNIB and help create a world where everyone can thrive.