Director of Customer Success

About This Role

This senior leadership opportunity involves leading and transforming a global customer-facing organization within a growing B2B SaaS business. The Director of Customer Success will lead a multidisciplinary team across Customer Success Management, Technical Support, and Implementation Project Management, working with onshore teams and offshore delivery resources. The role suits someone who enjoys building high-performing teams, strengthening enterprise customer relationships, and driving measurable improvements across the entire post-sales customer journey.

Responsibilities

• Manage a global team across Customer Success, Technical Support, and Implementation
• Reduce churn, improve renewals, and identify account expansion opportunities
• Support strategic enterprise customers and lead high-level escalations
• Improve collaboration between US-based teams and offshore resources
• Ensure smooth, timely software deployments and faster customer adoption
• Improve customer satisfaction, product adoption, and support performance
• Leverage data, modern methodologies, and AI-driven insights to improve outcomes
• Monitor customer health, forecast risks, and drive operational improvements

Requirements

• Proven leadership experience in Customer Success or Professional Services within B2B SaaS
• Experience leading multidisciplinary teams across Customer Success, implementation, and/or technical support
• A track record of improving retention, renewals, and account growth
• Strong enterprise customer management and executive stakeholder engagement skills
• Experience overseeing software implementation or service delivery
• Experience managing global teams, ideally including offshore resources
• Strong commercial acumen and understanding of retention metrics, forecasting, and customer health
• A strategic, data-driven mindset with a track record of improving processes and scaling operations
• A hands-on leadership style, with the ability to navigate complex customer challenges and escalations

Benefits

• Executive-level impact in shaping Customer Success strategy and performance
• Global leadership of a diverse, multidisciplinary team across onshore and offshore locations
• Strategic ownership focused on developing the organization and driving collective performance, without an individual customer portfolio or personal ARR quota
• Enterprise exposure working closely with major retailers and complex, high-value customer environments

About the Company

Quotacom are partnered with a global AI SaaS platform built specifically for retail and hospitality operations, helping frontline teams stay connected, learn faster, and deliver a consistent customer experience platform. With a portfolio spanning major Fortune 500 retailers and growing enterprise and mid-market customers, the company focuses on protecting recurring revenue, identifying expansion opportunities, and ensuring customers realise maximum value from the platform.