Customer Success Director

6 days ago

Edinburgh, Edinburgh, United Kingdom Br Dge Full time
About the Role

We are seeking an exceptional Customer Success Director to join our team at BR-DGE, a leading FinTech company. As a key member of our leadership team, you will play a pivotal role in shaping and driving our customer success strategy from the ground up.

Key Responsibilities
  • Develop and Implement Customer Success Strategy: Craft and execute a strategic vision that drives customer satisfaction, retention, and growth, aligning with company goals.
  • Design and Establish Processes: Build and optimize customer success processes that are efficient, scalable, and designed from first principles to meet the needs of a growing team and customer base.
  • Build and Lead the Team: Recruit, onboard, and mentor a high-performing Customer Success team, fostering a collaborative, results-driven and highly customer-centric culture.
  • Cross-Functional Collaboration: Work closely with Sales, Delivery, Support, Product, Engineering, and Finance teams to prioritize and resolve customer issues, ensuring timely and effective solutions.
  • Customer Onboarding and Education: Develop comprehensive onboarding and training programs that help customers realize value quickly and fully adopt our solutions.
  • Define and Implement Customer Success Metrics: Establish key performance indicators to measure customer success and drive continuous improvement.
  • Drive Customer Advocacy: Create an effective customer advocacy program, including gathering testimonials, case studies, and referrals from satisfied customers that can help fuel the growth of the company.
  • Drive Revenue and Renewals: Oversee the renewal process, working to ensure customer satisfaction leads to long-term partnerships and increased customer lifetime value.
Requirements
  • Leadership & Management: Strong leadership and people management skills, with the ability to coach and develop teams into highly engaged, high-performing units.
  • Customer-Centric: Passionate about delivering exceptional customer experiences, with a strong focus on creating value for both the customer and the company.
  • Analytical Skills: Strong analytical capabilities, with the ability to interpret data and use the right metrics to drive strategic decisions and continuous improvement.
What We Offer
  • Competitive Salary
  • Remote Working Allowance
  • 33 Days Holiday Including Public Holidays
  • Birthday Off
  • Flexible and Remote Working
  • Family Healthcare
  • Life Insurance
  • Employee Assistance Programme
  • Culture That Champions Rapid Career Growth and Progression
  • Investment in Your Learning and Development

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