Director of Customer Success

• Director of Customer Success
  • £80,000-£100,000 base + bonus
  • London | Hybrid 2-3 days

We’re working with a high‑growth, AI‑enabled platform that’s redefining how consumers access expert advice. With a thriving presence in both the UK and US, our client is investing in long‑term customer success — shifting from transactional support to a retention‑led, value‑driven model. This brand-new role offers a rare chance to build and lead a unified customer organisation during a critical scaling phase.
The Director of Customer will own the full post‑sale experience across enterprise, mid‑market, and SME customers, bringing together support and account management into a high‑performing, customer‑first team. You'll shape the strategy, reset incentives, and elevate retention, revenue, and advocacy.
The Director of Customer will...
– Redesign the customer lifecycle to maximise adoption, retention, and expansion
– Lead and scale Account Management and Customer Support across UK and US markets
– Establish engagement models tailored to each customer segment
– Act as senior escalation point for high‑risk or strategic enterprise accounts
– Own and optimise customer metrics including NRR, churn, and CSAT
You will need...
– Proven experience leading post‑sale functions across varied customer tiers
– Track record in reshaping AM incentives and improving commercial outcomes
– Strong leadership skills with experience managing managers and building team culture
– Excellent communication and stakeholder influence across product, sales, and ops
– Comfort owning performance data and implementing insight-led improvements
Why you’ll love it...
– Senior ownership role with direct impact on retention and revenue
– Annual L&D and wellbeing allowances to support your growth
– Private medical insurance (with dependants included), life insurance + pension
– Birthday off + generous annual leave for genuine work‑life balance
– Hybrid working from a vibrant HQ with regular social events
Apply today to grow your career with a forward‑thinking employer committed to equal opportunity.
We are committed to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Due to a high number of applicants, we are only able to respond to successful candidates.