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For Companies At a Glance
- Tasks: Lead and scale the customer journey, ensuring satisfaction and growth.
- Company: Join a mission-driven SaaS company reshaping elite coaching for employees.
- Benefits: Enjoy competitive salary, private healthcare, and enhanced parental leave.
- Why this job: Make a real impact in a fast-paced, innovative environment with a supportive team.
- Qualifications: Experience in Customer Success within high-growth SaaS; strong analytical and relationship-building skills.
- Other info: Be part of a formative stage in a category-defining platform.
The predicted salary is between 43200 - 72000 £ 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 case studies or examples where you've used data to drive customer success initiatives. Being able to tell compelling stories with data will set you apart.
✨Tip Number 4
Demonstrate your adaptability by discussing experiences where you've thrived in fast-paced environments. Highlighting your ability to pivot and innovate in response to changing customer needs will resonate well with the hiring team.
We think you need these skills to ace Director of Customer Success
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Director of Customer Success position. Identify key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer success, particularly in a SaaS environment. Emphasise your achievements in driving retention, satisfaction, and growth, as well as any experience with HR or L&D teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your strategic thinking abilities. Use specific examples from your past roles to demonstrate how you can contribute to the company's mission and goals.
Highlight Analytical Skills: In your application, make sure to mention your analytical skills and how you've used data to inform decision-making in previous roles. This is crucial for the role, as the company values data-led reporting and insights.
How to prepare for a job interview at Chemistry London
✨Understand the Company Mission
Before your interview, make sure you grasp the company's mission and values. This role is about leading customer success in a mission-led environment, so demonstrating your alignment with their goals will show that you're a great fit.
✨Prepare for Strategic Questions
Expect questions that assess your strategic thinking and ability to scale customer success processes. Be ready to discuss specific examples from your past experiences where you've successfully driven retention and satisfaction.
✨Showcase Your Analytical Skills
Since the role requires a strong analytical background, prepare to discuss how you've used data to inform decisions in previous roles. Bring examples of how your insights have led to measurable impacts on customer success.
✨Demonstrate Relationship-Building Abilities
As this position involves managing key accounts and building relationships with HR and People teams, be prepared to share stories that highlight your exceptional relationship-building skills and how you've communicated value to senior stakeholders.
