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For Companies At a Glance
- Tasks: Lead the customer journey from onboarding to renewal, ensuring satisfaction and growth.
- Company: Join a mission-driven SaaS company reshaping elite coaching for employees.
- Benefits: Enjoy competitive salary, private healthcare, and enhanced maternity/paternity cover.
- Why this job: Be part of a small, ambitious team with a real impact on careers.
- Qualifications: Experience in Customer Success within high-growth SaaS; strong analytical and relationship-building skills.
- Other info: Opportunity to shape customer success strategy in a fast-paced startup environment.
The predicted salary is between 48000 - 84000 £ per year.
A mission-led, fast-growing SaaS business is looking for a Director of Customer Success to lead and scale their post-sale customer journey. Backed by a proven founding team with a track record of building and exiting high-growth tech companies, they are now building a category-defining platform that will reshape how employees receive elite coaching. This is a rare opportunity to join at a formative stage and take ownership of the customer success strategy across a modern, people-centric product used by HR, L&D, and People leaders across forward-thinking organisations.
The Role
The Director of Customer Success will lead the vision, strategy, and execution of the full customer lifecycle — from onboarding through to renewal and expansion. This person will champion customer outcomes internally, ensuring every touchpoint is intentional, insightful, and value-driven. You'll manage a high-performing CS team, own key accounts, and act as the escalation point for strategic clients. Working cross-functionally, you’ll bring customer insight into product, coaching, design, and commercial decisions, always with a focus on delivering measurable impact.
Key Responsibilities
- Define and lead the customer success strategy to drive retention, satisfaction, and growth
- Own and evolve onboarding, reporting, renewals, and success metrics
- Build trusted relationships with HR and People team stakeholders in key accounts
- Deliver impactful, data-led reporting that aligns product value with client goals
- Act as escalation point for high-priority customer issues
- Feed customer insights into product and service design
- Lead and coach a small, effective customer success team
- Represent the voice of the customer across the organisation
About You
- Proven experience leading Customer Success in a high-growth SaaS or services environment
- Strong background working with HR, L&D, or People teams
- Strategic thinker and builder — comfortable designing and scaling CS processes
- Highly analytical — able to use data to tell compelling stories and guide decision-making
- Hands-on, adaptable, and creative — thrives in a fast-paced, evolving startup setting
- Exceptional relationship builder, able to communicate value to senior stakeholders
- Deeply invested in customer experience and making meaningful workplace impact
Why This Role?
- Join a purpose-led company shaping the future of careers
- Work with an accomplished and entrepreneurial founding team
- Have a real voice and impact in a small, ambitious team
- Competitive salary and benefits including private healthcare, enhanced maternity/paternity cover, and more
Director of Customer Success employer: Chemistry London
Contact Detail:
Chemistry London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Success
✨Tip Number 1
Familiarise yourself with the latest trends in customer success, especially within the SaaS industry. Understanding how leading companies are enhancing their customer journeys can give you valuable insights to discuss during interviews.
✨Tip Number 2
Network with professionals in the HR and L&D sectors. Building relationships with people who work in these areas can provide you with insider knowledge about what they value in a Customer Success Director.
✨Tip Number 3
Prepare to showcase your analytical skills by gathering data from your previous roles that demonstrate your impact on customer retention and satisfaction. Be ready to share specific examples of how you've used data to drive decisions.
✨Tip Number 4
Research the company’s current customer success strategies and think critically about how you would enhance them. Being able to present your ideas on improving their processes will show your proactive approach and strategic thinking.
We think you need these skills to ace Director of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly in a SaaS environment. Emphasise your strategic thinking and relationship-building skills, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how it aligns with the company's mission. Share specific examples of how you've driven retention and satisfaction in previous roles.
Showcase Analytical Skills: Demonstrate your analytical abilities by including metrics or data from past experiences that showcase your impact on customer success. This could include improvements in retention rates or successful onboarding processes.
Highlight Cross-Functional Collaboration: Mention any experience you have working cross-functionally, especially with HR or People teams. This will show your ability to bring customer insights into broader organisational decisions.
How to prepare for a job interview at Chemistry London
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous roles in customer success, particularly in high-growth SaaS environments. Highlight specific strategies you've implemented that led to increased retention and satisfaction.
✨Demonstrate Analytical Skills
Since the role requires a strong analytical background, come equipped with examples of how you've used data to drive decisions. Be ready to explain how you measure success and the metrics you focus on.
✨Build Rapport with HR and People Teams
Understand the needs and challenges faced by HR and People teams. Prepare to discuss how you can build trusted relationships with these stakeholders and align customer success strategies with their goals.
✨Emphasise Your Leadership Style
As you'll be managing a customer success team, articulate your leadership approach. Share examples of how you've coached and developed team members, and how you foster a collaborative environment.
