Job Description:

We are partnering with a global, market-leading financial and business management software enterprise in their search for a Scaled Customer Success Lead - Customer Success Manager (APAC Focus). This is a temporary role (9-12 months) based in Central London, offering a hybrid working model (on average 2 to 3 days per week in the office) and a day rate of up to £357 per day via umbrella for the right candidate.

The Role

Sitting in the Central London office alongside your core UK team, you will act as the operational engine managing scaled (1:many) customer success programmes supporting the Australian market and APAC region.

This is a hands-on execution role rather than a high-level strategy position. You will roll up your sleeves to monitor and run existing onboarding, customer save, activation, and upsell programmes, while designing pragmatic experiments with third-party contact centres to drive incremental revenue and retention.

Key Responsibilities

• Programme Execution & Monitoring: Manage the day-to-day delivery of established scaled customer success programmes across customer onboarding, activation, save motions, and upsell initiatives.
• Experimentation & Optimization: Proactively run iterative tests and data-driven experiments on existing workflows to move the needle on customer retention and revenue generation.
• Contact Centre Collaboration: Partner closely with an outsourced contact centre (BPO) based in the Philippines, leveraging front-line agents and human-assisted interactions to execute revenue-driving customer journeys.
• Cross-Regional Stakeholder Management: Collaborate daily with local team members in London, a small stakeholder group in Sydney, Australia, and international operations teams.
• Delivery & Problem Solving: Bridge gaps, track delivery milestones, and move projects pragmatically from inception through to execution without waiting for rigid playbooks.

This role could be right for you if you have:

• Scaled / 1:Many Background: Proven experience in Scaled Customer Success, Tech-Touch CS, or high-volume/low-ACV SaaS customer operations (this role is not suitable for high-touch/white-glove enterprise account managers).
• Execution-First Mindset: A proactive, self-starter attitude-comfortable getting into the details, executing existing workflows, and driving experiments rather than building abstract high-level strategy.
• BPO / Contact Centre Exposure: Experience collaborating with or driving revenue/retention initiatives through internal or third-party outsourced contact centres is a strong advantage.
• Collaboration & Delivery: Excellent interpersonal and communication skills to work effectively across dispersed, cross-functional teams in the UK, Australia, and the Philippines.

Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003