Leading the Customer Success function for the Centellic product portfolios is the core of this role, driving customer value, retention, adoption, and engagement throughout the customer lifecycle. The Director owns the strategy, execution, and performance of High and Mid Touch Customer Success, ensuring customers achieve measurable outcomes from their investment while contributing to the organisation's commercial objectives through improved Gross Revenue Retention (GRR), customer engagement, and expansion opportunities. As a key leader within the Customer Excellence organisation, the Director will build a high-performing team, drive adoption of Churn Zero as the primary Customer Success platform, and develop scalable customer journeys, digital and human-led engagement programmes, and best-practice operating models that enhance customer experience and business performance. The role works closely with Product, Sales, Retention, Marketing, Support, and Leadership teams to ensure customer needs are understood, customer value is realised, and opportunities for growth are maximised. The Director of Customer Success sits within the Customer Excellence function and reports to the Chief Customer Officer.
Responsibilities
Execute the Global Customer Success strategy and ensure adoption across multiple Centellic products
Drive performance against key metrics including GRR, product adoption, customer engagement, retention, and customer health
Establish scalable engagement models across High and Mid touch customer segments
Align Customer Success objectives with broader business and commercial priorities
Develop annual operating plans and success initiatives that improve customer outcomes and business performance
Own the end-to-end customer journey from onboarding to pre-renewal
Ensure customers realise value quickly and effectively from their investment
Develop success plans and engagement strategies for High & Mid Touch accounts
Implement proactive risk identification and intervention programmes
Create structured customer engagement frameworks that increase customer maturity and product utilisation
Lead initiatives to improve Gross Revenue Retention (GRR) and reduce churn
Partner with Retention and Sales teams to support successful renewals and expansion opportunities
Build and embed churn mitigation frameworks and customer risk management processes
Identify opportunities for upsell, cross-sell, and expanded product adoption
Use customer insights and usage data to improve retention outcomes and customer advocacy
Act as the executive sponsor for Churn Zero across the Customer Success teams
Ensure Churn Zero is consistently adopted as the primary platform for customer engagement, success planning, health monitoring, lifecycle management, and activity tracking
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Establish standards and accountability for customer activity logging, success plans, customer health, and engagement tracking within the platform
Drive ongoing improvement in platform utilisation, adoption, and data quality across the Customer Success organisation
Partner with Product, Marketing, Support, and Retention to deliver coordinated customer engagement initiatives
Measure and report on the effectiveness of digital engagement programmes and platform adoption
Drive adoption of key features and functionality across the customer base
Ensure customers receive best-practice guidance, training, and enablement resources
Partner with Product teams to provide customer feedback and influence roadmap priorities
Identify opportunities to improve customer outcomes through enhanced product utilisation
Promote customer education programmes, webinars, digital learning resources, and customer communities
Lead, coach, and develop a high-performing Customer Success team
Establish clear objectives, accountability, and performance expectations
Drive a culture focused on customer outcomes, retention, adoption, and continuous improvement
Develop talent, succession plans, and career pathways within the Customer Success organisation
