Director, Customer Success

📋 Description

• Lead the CX strategy for mid-market and upmarket segments.
• Manage multiple CS managers and frontline leaders.
• Align with Sales, Product, Support, RevOps to drive retention and expansion.
• Build a scalable operating model for mid-market and upmarket.
• Drive proactive risk management and monitor customer health to prevent churn.
• Own business rhythms: forecasts, risk reviews, exec updates.

🎯 Requirements

• +10 years in CS leadership in SaaS/fintech/tech with retention track record.
• Strong people leadership and coaching of frontline managers.
• Experience managing mid-market/upmarket portfolios with commercial judgement.
• Data-driven with metrics, forecasts, and portfolio insights.
• Executive presence and strong internal/external communication.
• Comfort operating across strategy and execution; hands-on when needed.

🎁 Benefits

• Your own Pleo card (no out-of-pocket spending)
• Comprehensive private healthcare (Vitality/Alan/Médis)
• 25 days of holiday + public holidays
• Hybrid and fully remote working options
• Paid parental leave