Director of Customer Success in London

Trade credit insurance is a $10+ billion global market growing at over 10% annually. Historically, TCI policies have been managed with spreadsheets and manual workflows. We automate policy management for financial institutions and corporations ensuring receivables are compliant, current, and covered so they can safely grow their businesses. We are at an inflection point. The platform has been validated by large enterprise customers, and we are at the beginning of a significant growth phase. Our European client base includes some of the most sophisticated non-recourse lenders and factors in the market. We need a senior customer success leader to manage those relationships, drive retention and expansion, and help build the CS function as we grow.

This is a senior client-facing role responsible for the full customer lifecycle across enterprise accounts. This role will be remote and based in the UK. You will work closely with the US-based Director of Customer Success, the product team, and engineering to ensure clients are deriving maximum value and that renewals are secured and expanded. You will be part of building the commercial infrastructure that takes us from our current base to a market-leading position in the UK and EU TCI management space.

What you will do:

• Manage the full customer lifecycle for UK and EU enterprise accounts - from onboarding through renewal and expansion. This will include working closely with Sales colleagues in conducting scoped Proof of Concept exercises.
• Serve as the primary relationship lead for key UK and EU clients, building deep partnerships at the senior stakeholder level.
• Lead commercial renewal negotiations, working closely with the COO and CEO on pricing strategy, deal structure, and contract terms.
• Drive expansion within existing accounts by identifying growth opportunities - additional modules, increased user volumes, and value-based pricing mechanisms.
• Build and own the UK and EU customer success playbook alongside the US-based Director of CS - onboarding frameworks, health scoring, QBR cadences, and escalation processes.
• Partner with the product team to represent the voice of UK and EU clients in the roadmap - particularly around localization, multi-currency support, GDPR compliance, and EU infrastructure requirements.
• Work with Engineering and Support to manage complex client requests and high-priority escalations.
• Monitor account health and proactively manage churn risk - identifying signals early and mobilizing internal resources to resolve issues before they become contract conversations.
• Support the US Director of Customer Success in building a globally consistent CS function, contributing to process documentation, tooling, and team development.

What we're looking for:

• 7+ years in enterprise customer success, account management, or client services roles within SaaS, fintech, or financial services.
• Demonstrated experience managing complex, multi-stakeholder enterprise relationships at senior levels.
• Experience with commercial negotiations - renewal discussions, pricing conversations, and contract terms are familiar territory for you.
• Understanding of the UK financial services or specialty finance market - invoice finance, factoring, ABL, or trade credit insurance experience is a significant advantage.
• Strong cross-functional instincts - you know how to work with product and engineering teams to resolve client issues and translate client needs into roadmap requirements.
• Data-driven approach to account management - you use health scores, usage data, and adoption metrics to drive decisions, not just relationship instinct.
• Excellent written and verbal communication skills in English; additional European languages are an advantage given the EU expansion context.
• Comfortable operating with significant autonomy in a US-headquartered company.

We will be direct about what makes this role difficult:

• You will be managing relationships with clients who have high expectations and deep institutional knowledge of the platform. They have been using us for years and will test your product knowledge quickly.
• You will be building process and structure alongside managing live accounts. Not everything will be defined when you arrive.
• EU expansion is on the near-term roadmap for a number of clients. You will need to navigate the technical, commercial, and compliance complexity of that scope increase while managing the day-to-day relationship.
• You will operate across time zones regularly, coordinating with a US-based leadership team. Flexibility and strong asynchronous communication habits matter.