About the Role
Shape the future of Customer Success within a dynamic commercial organization dedicated to providing trusted data, market research, and consumer insights. We are seeking a highly strategic and commercially-minded Director of Customer Success to build and lead a world-class global Customer Success function. This role allows you to define the vision, operating model, and future direction of Customer Success across a global business. Collaborating closely with Account Management, Sales, Product, and Marketing, you will ensure that customers achieve measurable value from their partnership while fostering long-term retention, adoption, and growth.
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The Opportunity
As Director of Customer Success, you will design and scale a global function focused on customer onboarding, adoption, engagement, value realization, and health. You will establish the frameworks, processes, and capabilities necessary for delivering a consistent, data-driven customer experience across diverse markets and customer segments. Additionally, you'll play a vital role in accelerating growth by translating customer insights, adoption trends, and unmet needs into expansion opportunities for Account Management teams. This position combines strategic leadership, operational transformation, and commercial impact, making it ideal for a senior leader looking to shape a Customer Success function at scale.
What You'll Be Doing
Build and Scale a Global Customer Success Function
- Define and implement the global Customer Success strategy, operating model, and ways of working.
- Establish customer segmentation, coverage models, and engagement approaches tailored to various customer types.
- Develop scalable methodologies, governance frameworks, and best practices for global adoption.
- Clarify roles across Customer Success, Account Management, New Business, and Product teams.
Drive Customer Adoption and Value Realization
- Own the post-sale customer journey, ensuring successful onboarding and value achievement.
- Create and implement consistent onboarding programs to accelerate customer activation and time-to-value.
- Develop customer success planning processes that link customer objectives to measurable outcomes.
- Establish scalable education, engagement, and adoption programs.
Strengthen Customer Health and Retention
- Implement a global customer health framework utilizing adoption, engagement, and usage data.
- Develop proactive risk identification and intervention models.
- Use customer insights to identify root causes of churn and customer friction.
- Provide actionable customer intelligence to support successful renewal strategies.
Partner for Growth
- Instill commercial thinking throughout the Customer Success organization.
- Create streamlined processes for identifying expansion, cross-sell, and upsell opportunities.
- Collaborate with Account Management to contribute customer insights and growth opportunities.
- Measure and enhance the contribution of Customer Success to account expansion and customer growth.
Lead, Coach and Develop a Global Team
- Build and motivate a high-performing international Customer Success organization.
- Foster capabilities in consultative customer engagement, commercial acumen, value-based conversations, and data literacy.
- Establish clear career pathways, performance expectations, and leadership standards.
- Promote a culture of accountability, collaboration, innovation, and customer focus.
What We're Looking For
We seek experienced Customer Success leaders who have successfully built, transformed, or scaled global customer-facing functions in subscription or recurring revenue businesses.
- Significant leadership experience within Customer Success, Customer Experience, or post-sales organizations.
- Experience in SaaS, subscription, data, information services, technology, or recurring revenue environments.
- Proven track record of enhancing onboarding, adoption, engagement, retention, and customer outcomes.
- Background in designing customer segmentation strategies, customer journeys, and scalable operating models.
- Strong commercial awareness and understanding of the relationship between customer success, retention, and growth.
- Experience leveraging customer health, behavioral, and usage data for decision-making.
- Success in leading geographically distributed teams and driving consistency across global markets.
- Excellent stakeholder management skills with the ability to influence senior leaders across Commercial, Product, and Sales.
- Knowledge of modern Customer Success technologies, analytics platforms, and AI-enabled customer engagement tools.
Why Join Us?
This is a unique opportunity to build and lead a strategically important global capability within a highly respected international business. You will have the platform to influence how value is delivered to customers worldwide, impact senior business strategy, and create lasting commercial impact. If you are passionate about customer outcomes, scaling high-performing teams, and developing modern Customer Success organizations, we encourage you to consider this role.
