Director, Customer Success

📋 Description

• Lead CS strategy for mid-market and upmarket with focus on retention and expansion.
• Manage multiple CS teams and frontline leaders with strong coaching culture.
• Build and scale operating model for mid-market and upmarket segments.
• Drive proactive risk management and health visibility to prevent churn.
• Partner with Sales on renewals and coordinated customer engagement.
• Own segment forecasts, risk reviews, and executive updates.

🎯 Requirements

• +10 years of CS leadership in SaaS, fintech, or tech with proven retention
• Strong people leadership and frontline manager development
• Experience managing mid-market or upmarket portfolios with prioritization across large accounts
• Commercial mindset linking customer outcomes to retention, expansion, and value
• Data-driven with metrics, forecasts, and portfolio insights for accountability
• Executive presence and strong internal/external communication

🎁 Benefits

• Your own Pleo card (no out-of-pocket spending)
• Lunch on us or lunch allowance based on office location
• Comprehensive private healthcare options (Vitality, Alan or Médis)
• 25 days of holiday plus public holidays
• Hybrid and fully remote working options
• Paid parental leave