At a Glance
- Tasks: Lead and innovate Customer Success strategies while driving impactful outcomes across regions.
- Company: Dynamic company focused on customer satisfaction and growth in the fashion industry.
- Benefits: Competitive salary, leadership development, and opportunities for cross-functional collaboration.
- Other info: Join a vibrant team dedicated to excellence and innovation in customer engagement.
- Why this job: Shape the future of Customer Success and make a real impact on customer experiences.
- Qualifications: 8-10 years in Customer Success with strong leadership and analytical skills.
The predicted salary is between 80000 - 100000 £ per year.
About The Role
We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy. The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR).
What You’ll Do
- Co-own Customer Success strategy with the VP, Customer-Facing Delivery
- Identify systemic gaps in CS execution and lead structured improvements
- Evolve the CS operating model across regions (not just execute it)
- Ensure alignment across regional CS teams on a unified framework and methodology
Global Renewals Ownership
- Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions
- Serve as the CS interface to Finance for ARR and renewal reporting
- Ensure leadership and board reporting reflects a defensible, data-driven CS narrative
- Resolve forecast discrepancies with analysis and clear recommendations
Cross-Regional Leadership
- Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards
- Ensure consistent CS practices across all regions
- Act as the connective layer between regional execution and global CS outcomes
Executive & Customer Engagement
- Lead Executive Business Reviews (EBRs) for strategic and high-impact customers
- Engage with C-suite and VP-level stakeholders on customer outcomes and value realization
- Represent Customer Success in executive and ELT-level discussions when needed
Program Evolution & Operational Excellence
- Own and drive at least one meaningful CS system improvement annually, such as:
- Onboarding model redesign
- Customer health scoring evolution
- Expansion playbook development
- Tiering or segmentation strategy refinement
Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes
Ensure all changes are documented and scalable across the organization
People Leadership & Talent Development
- Lead and develop CS managers and senior ICs
- Build leadership depth within the Customer Success organization
- Define and reinforce what “great” looks like across CS roles
- Expand team member scope and autonomy over time
- Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure
Data-Driven Decision Making
- Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo
- Use data to explain NRR movement, expansion drivers, and retention risks
- Ensure decisions are grounded in measurable outcomes, not intuition alone
Requirements
What You Bring
- 8–10+ years of Customer Success experience
- 3–4+ years of people leadership, including managers and/or senior ICs
- Proven ownership of renewal outcomes that materially impact ARR
- Background in fashion/apparel industry; product expertise in PLM, 3D/AI design
- Experience partnering with VP-level leaders to shape CS strategy
- Demonstrated ability to evolve a Customer Success operating model, not just run one
- Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers
- Executive-level communication skills with both internal leadership and external customers
- Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo)
Regional Director, Customer Success employer: Browzwear
As a Regional Director of Customer Success, you will thrive in a dynamic and collaborative environment that prioritises employee growth and innovation. Our company fosters a culture of excellence, offering robust professional development opportunities and the chance to shape strategic initiatives that impact multiple regions. With a focus on data-driven decision-making and cross-functional collaboration, we empower our leaders to drive meaningful change while enjoying the benefits of a supportive workplace located in a vibrant area.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Director, Customer Success
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who are already in Customer Success roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their Customer Success strategy and think about how you can contribute to evolving it. We want to see you shine with your insights!
✨Tip Number 3
Showcase your leadership skills during interviews. Talk about how you've developed teams and driven improvements in past roles. We love hearing about your experiences in shaping strategies and leading cross-regional initiatives.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who can help us elevate our Customer Success game.
We think you need these skills to ace Regional Director, Customer Success
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional Director role. Highlight your experience in Customer Success and any relevant achievements that align with our job description. We want to see how you can co-own our strategy and drive improvements!
Showcase Your Leadership Skills:Since this role involves leading teams and developing future leaders, don’t forget to share examples of your people leadership experience. We’re keen to know how you've built strong teams and fostered talent in your previous roles.
Be Data-Driven:We love a good analytical mindset! When discussing your past experiences, include specific metrics or data points that demonstrate your impact on renewal outcomes and customer success. This will show us you can operate fluently in data environments like Salesforce.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Browzwear
✨Know Your Customer Success Metrics
Make sure you’re well-versed in key metrics like Net Revenue Retention (NRR) and how they impact the business. Be ready to discuss how you've used data to drive decisions in your previous roles, as this will show your analytical mindset and understanding of the Customer Success landscape.
✨Showcase Your Leadership Experience
Prepare examples that highlight your experience in leading teams and developing talent. Discuss specific instances where you’ve successfully managed people and driven results, especially in a cross-regional context. This will demonstrate your capability to lead and evolve the Customer Success function.
✨Understand the Company’s CS Strategy
Research the company’s current Customer Success strategy and be ready to discuss how you can co-own and evolve it with the VP. Bring ideas on how to identify gaps in execution and suggest structured improvements, showing that you’re proactive and strategic.
✨Engage with Executive-Level Communication
Practice articulating your thoughts clearly and confidently, especially when discussing complex topics. You may need to engage with C-suite stakeholders, so being able to convey value and outcomes effectively is crucial. Prepare to share how you’ve represented Customer Success in high-level discussions before.
