Customer Success Director

Location: LondonDepartment: Customer SuccessSalary: Base 70K-85K, OTE 10-20K (KPI focused)

Job Description

As the Customer Success Director, you will report directly to the Head of Customer Success carrying 2–5 Enterprise accounts, working closely with key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes from our products and services. You will be a player‑coach, directly managing 1–2 CSMs to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers’ needs. You will be the executive point of escalation and engagement for your CSM accounts.

Responsibilities

• Own the retention and expansion of your designated accounts.
• Contribute to developing the customer success strategy that puts your customers’ needs and goals at the centre of everything to drive revenue and market share through upsell, cross‑sell and customer growth.
• Establish and maintain a culture of mutual accountability between the Customer Success team and customers.
• Advocate for our customers’ needs and rally resources to support them when needed.
• Work directly with 1–2 Customer Success Managers to identify risks and opportunities within their accounts and coach them to address.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Work closely with the sales, marketing, and product teams to identify opportunities for upselling, cross‑selling, and new revenue streams aligned with our customers’ needs and goals to increase ROI.
• Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey.
• Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function.

Qualifications

• 5+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences.
• Deep understanding of SaaS business models and customer success best practices, and a passion for staying up‑to‑date with the latest trends in the industry.
• Experience working with enterprise‑level customers and a proven ability to build and maintain strong relationships with key stakeholders.
• Excellent communication and interpersonal skills, with a customer‑first mindset and a passion for building strong customer relationships at the executive level of Fortune 500 companies.
• Strong analytical and problem‑solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement.
• Ability to work in a fast‑paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously.

Good to Have

• Experience in software development or related technical fields to become a trusted advisor to our client’s senior management.
• Successfully planned and delivered cross‑selling and expansion strategies.

Benefits

• 32 days of holidays (including bank holidays).
• Annual Leave purchase (up to 10 extra days).
• Work from Home Equipment allowance.
• Flexible Work from Home – 2 days remote a week, 3 days in office.
• Flexible Work from Long Distance – 4 weeks a year.
• 12 Weeks Paid Maternity and Paternity Leave.
• Pet friendly office.
• Sponsored Learning Opportunities.
• Cycle to Work scheme.
• Team Socials.

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