At a Glance
- Tasks: Lead global customer success, ensuring clients maximise value from our innovative platform.
- Company: High-growth tech company revolutionising hospitality and entertainment with integrated solutions.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a dynamic team focused on innovation and customer satisfaction.
- Why this job: Make a real impact in transforming customer experiences across the hospitality sector.
- Qualifications: Proven leadership in Customer Success within SaaS, preferably in hospitality or entertainment.
The predicted salary is between 80000 - 100000 £ per year.
We are partnering with a high-growth technology business transforming the hospitality and entertainment sector through a fully integrated platform that combines software, hardware, and data-driven insights. Their platform powers customer experience, operations, and revenue across venues, hospitality groups, and entertainment operators, delivering a seamless end-to-end solution. As adoption accelerates, they are hiring a Customer Success Director to lead the global customer success function, ensuring clients realise maximum value from both the software platform and physical deployments.
The Role
This is a senior leadership role responsible for building and scaling a best-in-class Customer Success function. You will own the entire post-sale lifecycle, including onboarding and implementation, customer engagement and retention, expansion and upsell, and support and service delivery.
Key Responsibilities
- Customer Success Strategy
- Define and execute the global Customer Success strategy
- Build scalable processes for onboarding, adoption, and account growth
- Establish clear customer lifecycle frameworks and engagement models
- Customer Retention & Growth
- Own key metrics: retention, churn, NRR (net revenue retention), and customer lifetime value
- Identify expansion opportunities across multi-site hospitality and entertainment clients
- Partner with sales to drive upsell and cross-sell initiatives
- Onboarding & Implementation Excellence
- Oversee seamless onboarding across both software and hardware deployments
- Ensure efficient rollouts across complex, multi-site environments
- Develop playbooks for implementation in hospitality venues (e.g. live environments with operational constraints)
- Team Leadership & Scaling
- Build and lead a high-performing Customer Success team (CSMs, onboarding specialists, support)
- Implement performance frameworks, KPIs, and training programmes
- Scale the function in line with international growth
- Customer Experience & Advocacy
- Act as the voice of the customer internally
- Drive customer satisfaction, engagement, and advocacy programmes
- Build case studies and reference accounts with leading hospitality brands
- Cross-functional Collaboration
- Work closely with Product, Engineering, and Commercial teams
- Provide structured customer feedback to inform roadmap and innovation
- Align with operations and hardware teams to ensure service reliability
What We're Looking For
Experience
- Proven experience leading Customer Success or Account Management functions in a SaaS business
- Experience supporting products that combine software with hardware deployments (e.g. POS, IoT, devices, or physical infrastructure)
- Strong experience in hospitality, leisure, or entertainment sectors preferred
- Track record of improving retention and driving customer growth in multi-site or enterprise environments
Skillset
- Strong commercial acumen with a clear understanding of revenue retention and expansion
- Deep understanding of the customer lifecycle in SaaS environments
- Experience managing complex implementations involving both digital and physical systems
- Excellent leadership, communication, and stakeholder management skills
Mindset
- Customer-first and outcomes-focused
- Comfortable operating in a fast-paced, scaling environment
- Hands-on leader who can move between strategy and execution
- Passionate about improving real-world customer experiences through technology
Customer Success Director employer: Annapurna
Join a dynamic and innovative technology company at the forefront of transforming the hospitality and entertainment sectors. As a Customer Success Director, you will thrive in a collaborative work culture that prioritises employee growth and development, offering unique opportunities to lead a high-performing team while driving customer satisfaction and engagement. With a focus on meaningful impact and a commitment to excellence, this role provides a rewarding environment where your contributions directly enhance customer experiences across a global platform.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Annapurna. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Annapurna before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Annapurna:Your cover letter is your chance to shine! Tell us why you want to work at Annapurna specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Annapurna!
How to prepare for a job interview at Annapurna
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
