Join a forward-thinking organization that is actively expanding and strengthening its customer success capabilities. This role is based remotely, offering an exciting opportunity for a driven professional to make a significant impact within a dynamic environment focused on growth and innovation.
As the Customer Success Director, you will spearhead the company's efforts to ensure outstanding client engagement and retention across both SMB and enterprise segments. This leadership role requires a strategic mindset paired with hands-on operational expertise, overseeing a team of 6-8 Customer Success Managers and managing directors. You will work closely with internal teams and external clients to foster long-term relationships, support onboarding, orchestrate discovery processes, and drive renewal strategies.
Responsibilities:
- Lead and develop a high-performing customer success team, fostering a culture of excellence and accountability.
- Oversee the entire customer lifecycle, from onboarding through renewal, ensuring consistent delivery of value.
- Collaborate with sales, product, and support teams to address client needs and optimize customer journeys.
- Implement processes to manage complex accounts, handle multiple stakeholders, and drive customer satisfaction.
- Develop strategies to expand existing accounts and maximize customer retention and growth.
- Analyze customer data and feedback to inform service improvements and improve overall client success metrics.
Profile:
- Proven experience leading teams of 6-8 Customer Success Managers or equivalent, in fast-paced, evolving environments.
- Background in managing both SMB and enterprise clients, with a strong aptitude for navigating complexity and multi-stakeholder relationships.
- Demonstrated ability to thrive in a results-driven setting, with strong sales orientation and business acumen.
- Hands-on approach with a builder mentality — capable of deep onboarding, discovery, orchestration, and renewals.
- Strong personality fit for a fast-moving environment, adaptable, collaborative, and eager to achieve measurable success.
- Previous experience within Series B technology companies is highly valued.
The organisation is a rapidly growing player in the technology sector, particularly focused on innovative solutions that drive digital transformation. This role offers a unique chance to be part of a thriving business with significant growth potential and career development opportunities.
