Director of Customer Success

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