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- Tasks: Lead a team to enhance customer success and drive revenue growth.
- Company: Join a global tech company dedicated to protecting people and the planet.
- Benefits: Enjoy generous paid time off, health coverage, and wellness initiatives.
- Why this job: Make a real impact while working with industry experts in a supportive environment.
- Qualifications: 7+ years in customer success and proven leadership experience required.
- Other info: Be part of a diverse team committed to innovation and positive change.
The predicted salary is between 36000 - 60000 £ per year.
Want to be a part of a company that’s making a difference? We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector. We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers. Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together. Join EcoOnline and be part of a mission dedicated to driving positive change.
About the Role
We’re seeking an experienced Customer Success Director to lead our Mid-Market, UK and Rest of World Customer Success team and drive a strategic transformation in how we deliver value to our 2,000 customers across this territory. This is a pivotal leadership role where you’ll guide a team of 8 Customer Success Managers while partnering closely with cross-functional teams to deliver exceptional customer experiences and drive revenue growth and retention.
Key Responsibilities
- Revenue & Growth Management: Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics across the territory. Build and execute customer experience across the range of customers in alignment with global strategy. Support the team executing account planning and expansion motions as part of joint accounts teams in partnership with Sales and other go-to-market teams. Create playbooks and processes to scale customer success motions effectively. Drive customer advocacy programs and reference development. Manage escalations and ensure swift resolution of complex customer issues.
- Cross Functional Collaboration: Work closely with Product, Engineering, and Marketing teams to advocate for customer needs and drive product adoption. Collaborate with Support and Professional Services to ensure seamless customer experience delivery. Partner with Sales leadership on account strategy and customer lifecycle management. Provide customer insights to inform product roadmap and go-to-market strategies. Support integrating acquired company customers and resources, where required.
- Team Leadership & Development: Lead, mentor, and develop a high-performing team of 8 Customer Success Managers across the territory. Drive hiring strategy and execute recruitment for key CS positions to support growth. Implement coaching frameworks and development programs to elevate team performance. Foster a culture of customer-centricity and continuous improvement. Conduct regular 1:1s, performance reviews, and career development planning.
- Operational Excellence: Establish KPIs, metrics, and reporting frameworks to measure team and customer success. Drive process optimization and implement best practices across the team. Ensure effective use of customer success technology stack and tools. Lead change management initiatives as we evolve our customer success approach.
What We’re Looking For
- 7+ years in customer success, account management, or similar customer-facing roles.
- 3+ years of people management experience, preferably leading teams of 5-10 people.
- Proven track record of driving revenue retention and expansion in B2B SaaS environment.
- Experience working with enterprise and mid-market customer segments – SMB experience is also preferable.
- Strong background in cross-functional collaboration and stakeholder management.
- Experience with customer success platforms (Planhat or similar) and SFDC/Hubspot systems.
Key Skills & Attributes
- Exceptional Leadership: Strong coaching and hiring skills with experience building high-performing teams.
- Results-Driven: Proven ability to deliver against GRR/NRR targets and drive measurable business outcomes.
- Strategic Thinking: Ability to develop and execute customer success strategies that align with business objectives.
- Change Management: Experience leading teams through strategic shifts and process improvements.
- Customer Focus: Deep empathy for customer needs and commitment to delivering exceptional experiences.
- Analytical Mindset: Comfortable with data analysis and using insights to drive decisions.
Our Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner. At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future. As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference. Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
Customer Success Director - UKI employer: EcoOnline
Contact Detail:
EcoOnline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Director - UKI
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its mission. Show us how your values align with ours, especially around protecting people and the planet!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience can drive customer success and revenue growth. We want to hear how you can make a real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Success Director - UKI
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for our mission shine through! We want to see how your values align with ours and how you can contribute to making a positive impact.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success and leadership. We’re looking for specific examples that demonstrate your ability to drive revenue retention and lead teams effectively.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and skills, as we appreciate direct communication that gets to the heart of the matter.
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 ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at EcoOnline
✨Know the Mission
Before your interview, dive deep into the company's mission and values. Understand how they protect people and the planet, and be ready to discuss how your experience aligns with their goals. This shows genuine interest and helps you connect on a personal level.
✨Showcase Your Leadership Skills
As a Customer Success Director, you'll need to demonstrate exceptional leadership. Prepare examples of how you've successfully led teams, driven revenue retention, and fostered a customer-centric culture. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various teams. Think of specific instances where you've collaborated with product, engineering, or sales teams to enhance customer experiences. Highlight your ability to advocate for customer needs and drive product adoption.
✨Data-Driven Decision Making
Be ready to discuss how you've used data to inform your strategies in previous roles. Familiarise yourself with key metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and be prepared to explain how you would apply these in the new role.
