Director of Customer Success
| Dyddiad hysbysebu: | 13 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Chwefror 2026 |
| Lleoliad: | TW20 |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Pioneering People |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | BW/B287/DOCS-1002-43919 |
Crynodeb
Director of Customer Success | Egham, Surrey (Hybrid) | Competitive Pay & Benefits
Ready to own the customer journey at scale?
Our client is an award-winning UK technology company operating at the cutting edge of digital experimentation, personalisation and optimisation. With 40%+ year-on-year growth, a blue-chip customer base, and a reputation for #1-rated service, this is a business on a serious upward trajectory — and they’re now looking for a Director of Customer Success to help take them to the next level.
This is a senior leadership role with real influence. Reporting directly to the CEO, you’ll shape customer success strategy, drive retention and expansion, and ensure customers achieve measurable business outcomes from highly impactful digital initiatives.
Why this Customer Success role stands out:
• Be a key member of the senior leadership team, shaping company strategy and growth
• Own the entire customer lifecycle — from onboarding to advocacy
• Lead and scale a high-performing Customer Success organisation
• Work with well-known consumer brands and digital agencies
• Join a fast-growing SaaS business with a strong product, strong culture and strong momentum
• Enjoy a flexible hybrid working model and a genuinely supportive environment
What’s on offer?
• Competitive senior-level package
• Contributory pension
• Private medical, dental and travel insurance
• 25 days’ annual leave plus 2 paid charity volunteering days
• Paid sick leave
• Life assurance and income protection from day one
• Health & wellbeing support services
• Employee recognition scheme with real rewards
• Free on-site parking
• Friendly, inclusive and social workplace culture
Key Responsibilities of the Director of Customer Success:
• Defining and owning the Customer Success strategy, aligned to company growth goals
• Leading, mentoring and scaling teams across onboarding, account management, renewals and support
• Full ownership of gross and net revenue retention, renewals, expansion and customer lifetime value
• Ensuring customers achieve clear, measurable ROI from experimentation and optimisation initiatives
• Partnering closely with Sales on account strategy, renewals and expansion forecasting
• Building scalable Customer Success operating models, tools and governance for global growth
• Driving customer advocacy through long-term partnerships, references and case studies
• Acting as the customer voice internally, influencing Product, Engineering and roadmap priorities
• Collaborating with Professional Services leadership to ensure aligned outcomes and delivery quality
• Defining and tracking key success metrics including ARR, churn, adoption, CSAT, NPS and time-to-value
Skills & Experience:
• Proven senior leadership experience in Customer Success, Account Management or similar within a B2B SaaS environment
• Demonstrable ownership of retention, renewals, expansion revenue and churn reduction
• Experience building and scaling multi-disciplinary Customer Success or Services teams
• Strong commercial mindset — able to balance customer outcomes with revenue growth
• Track record of designing Customer Success operating models and lifecycle frameworks
• Confidence acting as executive sponsor for enterprise or strategic customers
• Solid understanding of digital optimisation, experimentation and analytics
• Highly data-driven, with experience using dashboards, health scores and forecasting tools
• Comfortable working cross-functionally at senior leadership level
• Polished communication skills and strong executive presence
What’s Next?
If you have the passion and senior management skills to hit the ground running, we would love to hear from you. APPLY NOW for immediate consideration.