Director, Customer Success

📋 Description

• Lead, coach and develop a global team of approximately 26 Customer Success Managers across
• Set the global Customer Success strategy and translate it into clear priorities, standards and
• Establish a consistent framework for customer planning, onboarding, adoption, value realisation
• Coach CSMs to become stronger strategic customer leaders, developing their capabilities across
• Establish clear performance expectations, KPIs and management rhythms across Customer Success
• Build and maintain a strong Customer Success knowledge base, including playbooks, frameworks

🎯 Requirements

• Bachelor's degree in Business, Marketing, or related field (MBA preferred)
• Minimum of 5+ years of experience in Customer Success, Account Management, or related roles, with
• Proven track record of building and scaling Customer Success organizations with a global footprint
• Strong understanding of customer lifecycle, retention strategies, and key SaaS metrics (NRR, GRR
• Experience with CRM, Customer Success platforms (e.g., Gainsight, ChurnZero, Salesforce), and
• Exceptional executive communication, coaching, and interpersonal skills

🎁 Benefits

• Join an ever growing, market disrupting global company where the teams, comprised of the best of
• Endless internal career opportunities across roles, disciplines, domains and locations.
• Opportunity to learn, grow and make an impact every day at the market leader.
• Nice work in a truly global organisation with a diverse and inclusive culture