We are partnering with a high-growth technology business transforming the hospitality and entertainment sector through a fully integrated platform that combines software, hardware, and data-driven insights.
Their platform powers customer experience, operations, and revenue across venues, hospitality groups, and entertainment operators, delivering a seamless end-to-end solution.
As adoption accelerates, they are hiring a Customer Success Director to lead the global customer success function, ensuring clients realise maximum value from both the software platform and physical deployments.
The Role
This is a senior leadership role responsible for building and scaling a best-in‑class Customer Success function. You will own the entire post‑sale lifecycle, including onboarding and implementation, customer engagement and retention, expansion and upsell, and support and service delivery.
Key Responsibilities
Customer Success Strategy
- Define and execute the global Customer Success strategy
- Build scalable processes for onboarding, adoption, and account growth
- Establish clear customer lifecycle frameworks and engagement models
Customer Retention & Growth
- Own key metrics: retention, churn, NRR (net revenue retention), and customer lifetime value
- Identify expansion opportunities across multi‑site hospitality and entertainment clients
- Partner with sales to drive upsell and cross‑sell initiatives
Onboarding & Implementation Excellence
- Oversee seamless onboarding across both software and hardware deployments
- Ensure efficient rollouts across complex, multi‑site environments
- Develop playbooks for implementation in hospitality venues (e.g. live environments with operational constraints)
Team Leadership & Scaling
- Build and lead a high‑performing Customer Success team (CSMs, onboarding specialists, support)
- Implement performance frameworks, KPIs, and training programmes
- Scale the function in line with international growth
Customer Experience & Advocacy
- Act as the voice of the customer internally
- Drive customer satisfaction, engagement, and advocacy programmes
- Build case studies and reference accounts with leading hospitality brands
Cross‑functional Collaboration
- Work closely with Product, Engineering, and Commercial teams
- Provide structured customer feedback to inform roadmap and innovation
- Align with operations and hardware teams to ensure service reliability
What We’re Looking For
Experience
- Proven experience leading Customer Success or Account Management functions in a SaaS business
- Experience supporting products that combine software with hardware deployments (e.g. POS, IoT, devices, or physical infrastructure)
- Strong experience in hospitality, leisure, or entertainment sectors preferred
- Track record of improving retention and driving customer growth in multi‑site or enterprise environments
Skillset
- Strong commercial acumen with a clear understanding of revenue retention and expansion
- Deep understanding of the customer lifecycle in SaaS environments
- Experience managing complex implementations involving both digital and physical systems
- Excellent leadership, communication, and stakeholder management skills
Mindset
- Customer-first and outcomes-focused
- Comfortable operating in a fast-paced, scaling environment
- Hands‑on leader who can move between strategy and execution
- Passionate about improving real-world customer experiences through technology
#J-18808-Ljbffr…