Director of Customer Success
New Yesterday
and theyre now looking for a Director of Customer Success to help take them to the next level. This is a senior leadership role with real influence. Reporting directly to the CEO, youll shape customer success strategy, drive retention and expansion, and ensure customers achieve measurable business outcomes from highly impactful digital initiatives. Why this Customer Success role stands out: Be a key member of the senior leadership team, shaping company strategy and growth Own the entire customer lifecycle
from onboarding to advocacy Lead and scale a high-performing Customer Success organisation Work with well-known consumer brands and digital agencies Join a fast-growing SaaS business with a strong product, strong culture and strong momentum Enjoy a flexible hybrid working model and a genuinely supportive environment Whats on offer? Competitive senior-level package Contributory pension Private medical, dental and travel insurance 25 days annual leave plus 2 paid charity volunteering days Paid sick leave Life assurance and income protection from day one Health & wellbeing support services Employee recognition scheme with real rewards Free on-site parking Friendly, inclusive and social workplace culture Key Responsibilities of the Director of Customer Success: Defining and owning the Customer Success strategy, aligned to company growth goals Leading, mentoring and scaling teams across onboarding, account management, renewals and support Full ownership of gross and net revenue retention, renewals, expansion and customer lifetime value Ensuring customers achieve clear, measurable ROI from experimentation and optimisation initiatives Partnering closely with Sales on account strategy, renewals and expansion forecasting Building scalable Customer Success operating models, tools and governance for global growth Driving customer advocacy through long-term partnerships, references and case studies Acting as the customer voice internally, influencing Product, Engineering and roadmap priorities Collaborating with Professional Services leadership to ensure aligned outcomes and delivery quality Defining and tracking key success metrics including ARR, churn, adoption, CSAT, NPS and time-to-value Skills & Experience: Proven senior leadership experience in Customer Success, Account Management or similar within a B2B SaaS environment Demonstrable ownership of retention, renewals, expansion revenue and churn reduction Experience building and scaling multi-disciplinary Customer Success or Services teams Strong commercial mindset
able to balance customer outcomes with revenue growth Track record of designing Customer Success operating models and lifecycle frameworks Confidence acting as executive sponsor for enterprise or strategic customers Solid understanding of digital optimisation, experimentation and analytics Highly data-driven, with experience using dashboards, health scores and forecasting tools Comfortable working cross-functionally at senior leadership level Polished communication skills and strong executive presence Whats Next? If you have the passion and senior management skills to hit the ground running, we would love to hear from you. APPLY NOW for immediate consideration.
TPBN1_UKTJ
- Location:
- United Kingdom
- Job Type:
- FullTime
- Category:
- Management;Customer Service