Technical Client Success Lead

The Company:

Stream is on a mission to bring financial wellbeing to all workers.

We partner with some of the world’s most well-known employers, like Crate & Barrel, Driven Brands, General Electric, New Balance, Restaurant Brands International (RBI) and others, to give their teams access to fairer financial services. Over 3 million people track their shifts and earnings, start their first savings account, use budgeting tools, access financial education and choose when they want to get paid. All in one smartphone app.

Stream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds our founding investors.

You’d be joining a team of over 250 passionate, ambitious people — across the UK, Europe and US — building a category-leading FinTech product with the mission to improve the lives of millions.

The Role

We're looking for a Technical Customer Success Lead to reimagine what customer success looks like at Stream. This is a player-manager role where you'll own our most strategic customer relationships while building and leading the next generation of technical, product-oriented CS. You'll be hands-on with customers while simultaneously shaping the function and mentoring a small team.

This role sits in the product team, not traditional CS. You'll work at the intersection of customers, product, and engineering, becoming the technical voice of the customer internally and the product expert externally.

What You'll Own

Customer Leadership (70%):

• Own strategic relationships with 5-10 enterprise customers (10,000+ employees)

• Serve as primary technical point of contact from post-sale through renewal and expansion

• Lead quarterly business reviews demonstrating impact on financial wellbeing metrics, retention, and recruitment

• Drive product adoption and feature utilization through data-driven engagement strategies

• Troubleshoot complex technical issues involving payroll integrations, data flows, and API configurations

• Identify expansion opportunities and partner with Sales on upsells and cross-sells

• Act as customer advocate internally—translating needs into product requirements and roadmap priorities

Team Building & Leadership (30%):

• Mentor a small team of 2-3 technical CS professionals

• Define the playbook for technical customer success—methodologies, metrics, and best practices

• Create scalable processes for onboarding, health scoring, and lifecycle management

• Establish success metrics and reporting frameworks to measure customer health and CS impact

• Foster a culture of technical excellence, customer empathy, and continuous improvement

• Partner with Product, Engineering, and Sales leadership to align on customer strategy

Strategic Initiatives:

• Build customer feedback loops that inform product strategy and development priorities

• Design and implement customer education programs (webinars, documentation, training)

• Develop case studies and customer success stories to support marketing and sales efforts

• Identify trends across customer base to proactively address churn risks and expansion opportunities

About You

• 5-7 years of professional experience

• Proven player-manager experience—you've successfully balanced hands-on customer work with team leadership

• Deep technical fluency—comfortable discussing APIs, webhooks, data integrations, and system architecture

• Track record of managing enterprise customers with complex technical requirements

• Data-driven approach to customer health, adoption metrics, and business outcomes

• Exceptional communicator who can translate technical complexity for both technical and business audiences

• Builder mentality—you've created CS processes, frameworks, or teams from early stages

• Strong commercial acumen—you understand SaaS economics, expansion models, and churn prevention

Working Policy: We operate a hybrid policy with a requirement of 4 days a week i