Senior Customer Success Lead

Client and Consulting Services · London, Greater London
Department Client and Consulting Services
Employment Type Full-Time
Minimum Experience Experienced

Senior Customer Success Lead

Remote · Enterprise Software/HCM

Company Overview

ProFinda is pioneering “Workforce Optimization”. This emerging £2.8bn software category will transform organisational productivity and the employee talent agenda. With our unique technology, our global clients and channel partnerships we are entering a massively exciting growth phase.

ProFinda is headquartered in London.  Since going live in 2011, we have become an award-winning enterprise technology solution with a focus on professional services and other knowledge-driven industries.

These organisations have been spending millions on talent systems that have not given them the information they need about their own employee’s skills, let alone their total talent pool including contingent and alumni workers. As a result, employees are left unengaged and under-utilised while these organisations spend more money sourcing contingent workers to fill the gap, and not necessarily the right ones.

ProFinda is a workforce optimization platform that maps the skills, knowledge, and expertise available across an organisation's total talent supply chain of internal, contingent and alumni workers. By implementing ProFinda, a company can now match their available talent internally and externally with the right opportunities at the right time, increasing engagement, productivity, and efficiency while decreasing costs. We use our proprietary skills ontology and machine learning to build an accurate knowledge base of the skills and experiences of employees, contractors, and alumni for major enterprises.

We believe we are changing the way companies think about their people and the way people think about their own careers, by making the total talent pool a reality. To take customers on this journey we need to win their confidence, excel at delivery and continually delight them as the product grows and changes. We treat each client like they were our first and want to find people who are as passionate as we are about client successes.

Role Overview

As a Senior Customer Success Lead, you will manage relationships and provide actionable solutions across client accounts, presenting an opportunity to build deep knowledge around client systems, ways of working, stakeholders, and strategic objectives.



  • Build and maintain a success strategy document (Quarterly review) for each client, working closely with CCS Manager to maximise platform value, use cases, and engagement.
  • Apply change management knowledge to increase client usership and engagement across accounts.
  • Manage client relationships and expectations to deliver a smooth customer experience.
  • Develop a deep level of KYC knowledge.
  • Coordinate and communicate quarterly releases.
  • Identify and foster opportunities for upsell.
  • Provide timely quotes to clients for account add-ons or upsell features.
  • Develop best practice materials and frameworks to optimise account management.
  • Contract knowledge, tracking & billing.
  • Lead training sessions and contribute to change management planning.
  • Log client feedback for potential integration into future product roadmap.



  • 5+ years of experience in Customer Success or related area, preferably at an HCM SaaS.
  • Exceptional relationship management skills and professionalism.
  • Creative problem-solver with the ability to interpret and isolate the root of an issue.
  • Change management knowledge and an interest in the Future of Work.

Our Culture

ProFinda technology first launched in 2011 and we continue to evolve our culture to remain innovative and collaborative. Each member of our team is constantly influencing and refining our culture. We are focused on making the future of work the reality of work for our clients today, so we live by example in what may be best described as a collaborative, team-first, horizontal culture. Everyone pitches in and everyone shares the success. 


Corporate Social Responsibility

The ProFinda platform will make a great impact to many campaigns, globally.  We are constantly looking at ways we can make a genuine impact on these important issues. Our engagement across a number of ‘for good’ organisations is growing, and it is something we encourage all of our team to participate in.




Christina Tancredi

Talent Acquisition Lead



At Profinda, we are committed to being an equal opportunity employer and value diversity. All applicants and teammates are encouraged to apply without regard to race, ethnicity, color, age, sex, religion, national origin, pregnancy, sexual orientation, gender identity, physical or mental disability, national origin, marital status or any other basis covered by appropriate law. All employment is determined on the basis of qualifications, merit, and business need.

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  • Location
    London, Greater London
  • Department
    Client and Consulting Services
  • Employment Type
  • Minimum Experience