Customer Success Director

4 days ago

East Midlands, United Kingdom Nurtur Full time

OverviewJoin to apply for the Customer Success Director role at Nurtur.We are seeking a highly experienced and strategic Customer Success Director to lead our customer-facing functions. This senior leadership role oversees Key Accounts, Customer Success, and Onboarding, and works with the executive team to shape the customer journey and deliver measurable business outcomes. You will be responsible for building and mentoring a high-performing team and driving customer adoption, retention, and advocacy.The RoleThis is a senior leadership role with responsibility for building and mentoring a high-performing team, while directly influencing Nurtur’s continued growth and client satisfaction.Key ResponsibilitiesLead the Heads of Customer Success and Onboarding, as well as the Key Accounts team, providing strategic direction, coaching, and support.Define and execute customer success strategies that enhance adoption, retention, and satisfaction.Serve as a senior point of escalation for high-value clients, ensuring swift and effective resolution of issues.Drive measurable improvements in client ROI through proactive engagement, account planning, and success reviews.Foster long-term partnerships with clients, acting as a trusted advisor in digital marketing strategy and SaaS adoption.Collaborate with Sales and Product teams to identify upsell and cross-sell opportunities, contributing to revenue growth.Implement scalable onboarding frameworks that accelerate time-to-value for new clients.Define and monitor KPIs for customer success and onboarding, reporting progress to the executive team.Ensure seamless alignment across customer-facing teams to deliver a consistent and exceptional client experience.Champion the voice of the customer internally, feeding insights into product development and service innovation.Develop case studies, references, and success stories to showcase customer value.The Ideal CandidateProven track record in a senior customer success leadership role within SaaS, ideally in MarTech, PropTech, or Digital Marketing technology.Strong understanding of digital marketing principles, automation platforms, and CRM solutions.Demonstrated ability to manage senior stakeholders and build relationships with enterprise-level clients.Experience leading multi-disciplinary teams across onboarding, customer success, and account management.Commercially astute with experience managing revenue growth through retention and expansion.Strategic thinker with hands-on leadership style and strong operational management skills.Excellent communication and interpersonal skills with the ability to inspire both clients and internal teams.What We OfferCompetitive salary (£65,000 – £85,000) + OTE up to £100,000.Hybrid working (3 days in office / 1 day remote).Opportunity to lead customer-facing strategy at a growing SaaS company.Collaborative and innovative culture with a focus on continuous development.Chance to make a tangible impact on both client success and Nurtur’s growth trajectory.How To ApplyIf you have the experience, leadership, and passion to drive customer success in a fast-growing SaaS environment, we’d love to hear from you. Please submit your CV and a cover letter detailing your relevant experience. #J-18808-Ljbffr

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