Customer Success Director

2 weeks ago


London, United Kingdom QA Full time

The Role: Customer Success Director 

Location: London - Hybrid Working - Two days a week in the office

Contract: Full time, 37.5 hrs per week

Package: Competitive base salary with commission package

About the role 

You will be the main owner of strategic client accounts and will be responsible for understanding their goals and requirements, driving success across client programs in collaboration with the Onboarding & Delivery teams, and taking ownership and responsibility of renewals to meet revenue targets.

This role will represent the voice of the customer need and will ensure we are facilitating solutions that meet customer needs. You will provide expert guidance and advice and ensure positive experiences at every stage and touch point allowing us to build long term partnerships that maximise our Net Revenue Retention (NRR) whilst supporting our New Revenue teams with ongoing contract growth. 


As a Customer Success Director, you will play a key role in driving customer goals, product utilisation and business growth by ensuring healthy engagement, success and retention whilst applying a constant growth mindset against our customer base which typically have contracts between 1-6 years. 

Day in the life of a Customer Success Director

You will manage a portfolio of clients serving as their primary business point of contact throughout their customer journey with a focus on Retention and Success whilst our New Revenue teams drive growth.You will be required to understand customers’ business value drivers, success criteria, and KPIs to develop account plans (actionable blueprints by which the Customer Success, Service Delivery and customers can achieve mutual success). You will also be expected to work in collaboration with New Revenue teams to support growth of these accounts to multi-year, £1m+ partnershipsYou will be driving relationships with program owners, sponsors, advocates and key subject matter experts to drive success and measurable outcomes that prove ROI.

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