Director of Customer Success

About JuribaAt Juriba, we’re on a mission to transform the way enterprises manage their digital workplaces. Our innovative platform simplifies and streamlines the entire lifecycle of applications, devices, operating systems, and platforms — enabling large organisations to modernise with confidence, speed, and control.By integrating seamlessly with existing systems, our solutions help IT teams automate time-consuming tasks, reduce operational costs, and free up time to focus on innovation. Since 2008, we’ve been helping enterprises worldwide navigate the complex landscape of digital transformation with agility, security, and scale.Our customers include some of the world’s most recognisable brands, and our passionate, expert team is committed to helping them stay ahead in an ever-evolving digital world.We’re proud to be an equal opportunity employer and welcome applicants from all backgrounds. All appointments are based on merit.About the RoleWe’re seeking a driven and forward-thinking Customer Success Director to deliver measurable impact for our Enterprise clients and support Juriba’s growth.In this senior leadership role, you’ll help clients across banking, utilities, healthcare, and other sectors achieve lasting value from our solutions. With a commercial mindset and consultative approach, you’ll embed Juriba at the heart of clients’ long-term strategies, directly contributing to our success.Reporting to the CRO, this is an exciting opportunity for a Customer Success leader ready to make a difference in a fast-moving SaaS environment and advance their career.What Does Success Look Like?We’re looking for someone who can:Deliver measurable value to clients and ensure it is recognised through regular executive engagement.Act as a strategic partner to client stakeholders, translating business outcomes into value delivered via our products.Own and manage renewals, ensuring customer satisfaction and alignment with account expansion opportunities.Develop and refine a customer health monitoring framework to define and deliver improvements.Design and implement practices to optimise in-life client engagement — ensuring value delivery, service excellence, and strong commercial outcomes.Build and maintain stakeholder relationships at all levels — from operational contacts to senior executives.Develop and implement a segmented customer success strategy, tailoring engagement and resources to support both service quality and scalable growth.Drive retention and enable growth, identifying and supporting commercial opportunities in collaboration with Sales.Lead the evolution of the Customer Success team, starting with one direct report and building a high-performing function.Collaborate cross-functionally to ensure smooth handovers from Implementation and alignment with Sales and Product teams.Champion the voice of the customer, feeding insights into our roadmap, service model, and broader go-to-market strategy.What You’ll BringWe’d love to hear from you if you have:Proven experience leading Customer Success in enterprise B2B SaaS environments — ideally within digital transformation, IT operations, or workflow automation.Strategic thinker with a hands-on approach, comfortable operating across leadership and operational levels.Strong ability to engage senior stakeholders consultatively, understand priorities, and communicate the strategic value of technology solutions.Demonstrated success in managing renewals and contributing to positive Net Revenue Retention (NRR).Experience building and scaling a Customer Success function, including managing and mentoring teams.Excellent collaboration skills with cross-functional teams including Sales, Product, and Professional Services.Strong communication, relationship-building, and influencing skills.Experience working with enterprise IT stakeholders, ideally in regulated industries such as banking or healthcare.Location & HoursUK-based – fully remoteFull-time role – 35 hours per weekWhat We OfferWe believe in rewarding great work. Here’s what you can expect:Competitive salary – benchmarked and reviewed annually25 days annual leave plus bank holidaysCompany Pension SchemeGroup Life Assurance (Death in Service)Employee Assistance ProgrammeHealth Cash PlanPrivate Medical InsuranceElectric Vehicle SchemeCycle to Work SchemeRetail discounts for employeesCompany laptopHome working grantIf you’re excited about shaping the future of customer success, enjoy working with talented, driven colleagues, and want to make a tangible impact in a fast-moving SaaS business — we’d love to hear from you.