Director of Customer Success

About the Role
Shape the future of Customer Success within a globally recognized organization. As a strategic and commercially-minded Director of Customer Success, you will have the distinct opportunity to define the vision, operating model, and future direction of Customer Success on a global scale. Collaborating closely with Account Management, Sales, Product, and Marketing teams, your focus will be on ensuring that customers derive measurable value from their partnership, fostering long-term retention, adoption, and growth.

The Opportunity
In this role, you will design and scale a global Customer Success function that emphasizes customer onboarding, engagement, value realization, and health. You will be responsible for establishing the necessary frameworks, processes, and capabilities to ensure a consistent, data-driven customer experience across all markets and customer segments, ultimately playing a vital role in accelerating growth.

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 across different customer types.
• Develop scalable methodologies, governance frameworks, and best practices for global adoption.
• Create clarity and alignment among Customer Success, Account Management, New Business, and Product teams.

Drive Customer Adoption and Value Realization

• Own the post-sale customer journey, ensuring seamless onboarding through to value achievement.
• Design consistent onboarding programs that enhance customer activation and reduce time-to-value.
• Develop customer success planning processes linking customer objectives with 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 to address potential churn.
• Analyze customer insights to identify systemic drivers of churn and areas of friction.
• Provide actionable customer intelligence to support effective renewal strategies.

Partner for Growth

• Instill commercial thinking throughout the Customer Success organization.
• Create repeatable processes for identifying expansion, cross-sell, and upsell opportunities.
• Collaborate closely with Account Management to provide insights driving growth opportunities.
• Measure and enhance Customer Success contributions to account expansion and customer growth.

Lead, Coach, and Develop a Global Team

• Build and inspire a high-performing international Customer Success organization.
• Cultivate future capabilities in consultative customer engagement, commercial acumen, and data literacy.
• Establish clear career pathways, performance expectations, and leadership standards for team members.
• Promote a culture of accountability, collaboration, innovation, and customer focus.

What We're Looking For
We seek experienced Customer Success leaders who have built, transformed, or scaled global customer-facing functions in subscription or recurring revenue businesses. Ideal candidates will have:

• Significant leadership experience in Customer Success, Customer Experience, or post-sales environments.
• Background in SaaS, subscription, data, information services, technology, or recurring revenue settings.
• Proven track record of enhancing onboarding, adoption, engagement, retention, and customer outcomes.
• Expertise in designing customer segmentation strategies, customer journeys, and scalable operating models.
• Strong commercial awareness and knowledge of the correlation between customer success, retention, and growth.
• Experience utilizing customer health, behavioral, and usage data to inform decision making.
• Success in leading geographically distributed teams and ensuring consistency across global markets.
• Excellent stakeholder management skills, with the ability to influence senior leaders across various functions.
• Familiarity with modern Customer Success technologies, analytics platforms, and AI-enabled customer engagement tools.

Why Join Us?
This position presents a unique opportunity to develop and lead a crucial global capability in a well-respected international organization. You will have the platform to influence how value is delivered to customers, shape senior business strategies, and create a significant commercial impact. This role is for those who are passionate about customer outcomes, scaling high-performing teams, and building modern Customer Success organizations.

Company Values:

• Integrity
• Curiosity about the world
• Strength in community
• Empowerment
• Strength in diversity

Additional Benefits:

• Competitive salaries, enhanced healthcare, and pensions.
• Generous holiday allowances and hybrid working policies.
• Core Hours policy for flexible working.
• Extensive training and development opportunities.
• Two volunteering days each year along with a donation upon joining to a charity of your choice.
• Opportunities for career advancement within the organization.