Customer Success Leader Customer Success · London · Hybrid

Sweep is hiring a Sweep a strategic, hands-on Customer Success Leader to drive customer outcomes, retention, and commercial growth across our global client base.

You will lead a high-performing team, and you’ll empower customers on their ESG journey, championing Sweep’s platform to create measurable sustainability impact.

This role reports to the Chief Revenue Officer and is based in London with flexible/hybrid working options. We welcome candidates from all backgrounds who share our passion for climate action and customer excellence.

Sweep maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs. Sweep empowers companies to build resilience to global challenges with technology.

Ok, sounds promising. What will I be doing?

As leader of the Success team, you will have full ownership over our established customer base, help our customers along their climate journey using the Sweep tool – you will provide ongoing support to our clients building relationships, implementing new programs that will increase our business’ revenue potentials and minimize churn rates.

You will support the team in building a strong customer success framework and where appropriate, work directly with clients to help resolve issues and create customer value. You will also work closely with the other teams to ensure customer questions and concerns are addressed in a timely manner.

To be more specific, this includes:

1. Team Leadership & growth ????

• Lead a team of Customer Success Managers to build a strong reflex for delivering commercial outcomes from our key customers from upselling new products through to best in class renewal rates.
• Provide guidance and mentorship to team members, promoting professional development, identify and nurture talent within the team.
• Drive adoption and utilisation of Sweep by providing proactive guidance and support.

2. Enable successful customer journeys ????

• Accompany customers during the Onboarding on the tool and be the primary point of contact throughout the customer lifetime.
• Build strong, long-term relationships with customers by staying in constant communication.
• Support customers in the deployment and adoption of Sweep, having a strong focus on efficiently resolving issues with solutions tailored to their needs.
• Develop and implement onboarding, adoption, and retention plans for customers.
• Be responsible for preparing renewals & upsells by identifying customer needs in close collaboration with the implementation and Sales team.

3. Build our CSM Playbook ????

• Set up our CSM organisation for scale.
• Leverage AI to drive efficiency and time to value with our customers.
• Build and constantly improve processes for Sweep´s Customer Success.

4. Ensure Sweep delivers value to our customers ????

• Educate customers and connect them with resources needed to achieve product use success such as our online training content, webinars, help content.
• Conduct regular check-ins with customers and customer success reports to review progress and identify potential areas for improvement.
• Be sure that customer issues are resolved proactively and their goals are met.
• Escalate and resolve conflicts arising from negative customer experiences and/or other areas of concern as needed and proactively evade dissatisfaction.
• Work closely together with the Implementation and Sales teams to create a seamless experience for our customers.
• Optimize the ratio between time spent on Onboarding and implementation services, driving customer autonomy and reduce the time to value for our customers.
• Work with the marketing team to develop customer advocacy programs that leverage customer success stories and testimonials.
• Build and nurture our customer champion community.

5. Be data driven ????

• Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention.
• Proactively identify areas for improvement in our customer support processes and Intercom platform usage to reduce our response time and make sure customer receive timely and effective support.
• Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers.
• Constantly monitor and improve key metrics like NPS and CSAT

That sounds just right for me. What do I need to bring?

Glad you asked. This is who we’re looking for:

Qualifications ????

Must-Have Qualifications:

• Significant experience (typically 5+ years) in Customer Success, Account Management, or related roles in SaaS/B2B environments
• Demonstrated success leading and developing teams
• Strong commercial acumen with a track record of driving renewals, upsells, and customer advocacy
• Excellent communication, interpersonal, and problem-solving skills
• Proficiency with CRM and Customer Success platforms; familiarity with Intercom is a plus

Preferred:

• Experience in ESG, sustainability, or regulatory compliance (e.g., CSRD)
• Multilingual capabilities
• Experience scaling customer success processes in a high-growth company

Qualities ????

• A hands-on problem solver, self-motivated with a glass half-full attitude
• An entrepreneurial mind, ready to launch and fail and iterate
• You’re an empathetic team player that is great at building lasting relationships
• Attuned to remote collaboration, using digital tools and meticulously documenting work
• A strong desire to evolve on the SaaS & Tech environment

Copy that. And what’s in it for me?

You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we’re planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.

Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

We’re big believers in creating successful businesses that are good for everyone, including society and the planet. That’s why we have a B Corporation status.

We think this will be the ride of our lives. And maybe yours, too.

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