Director of Customer Success

About This Role

This strategic leadership role involves building and leading a global Customer Success function. The Director will define the vision, operating model, and future direction of Customer Success across a global business, ensuring customers achieve measurable value and fostering long-term retention, adoption, and growth. It is an ideal opportunity for a senior Customer Success leader looking to shape a function at scale.

Responsibilities

• 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 that can be adopted globally
• Create clarity across Customer Success, Account Management, New Business, and Product teams
• Own the post-sale customer journey, from onboarding through to value achievement
• Create consistent onboarding programmes that accelerate customer activation and time-to-value
• Develop customer success planning processes that connect customer objectives with measurable outcomes
• Establish scalable education, engagement, and adoption programmes
• Implement a global customer health framework using adoption, engagement, and usage data
• Develop proactive risk identification and intervention models
• Use customer insights to uncover systemic drivers of churn and customer friction
• Provide actionable customer intelligence to support successful renewal strategies
• Embed commercial thinking throughout the Customer Success organisation
• Create repeatable processes for identifying expansion, cross-sell, and upsell opportunities
• Partner closely with Account Management to contribute customer insight and growth opportunities
• Measure and increase Customer Success contribution to account expansion and customer growth
• Build and inspire a high-performing international Customer Success organisation
• Develop future capability across consultative customer engagement, commercial acumen, value-based conversations, and data literacy
• Establish clear career pathways, performance expectations, and leadership standards
• Foster a culture of accountability, collaboration, innovation, and customer focus

Requirements

• Significant leadership experience within Customer Success, Customer Experience, or post-sales organisations
• Experience operating in SaaS, subscription, data, information services, technology, or recurring revenue environments
• A proven track record of improving onboarding, adoption, engagement, retention, and customer outcomes