At a Glance
- Tasks: Lead global Customer Success initiatives and drive retention strategies in a dynamic B2B SaaS environment.
- Company: PE-backed global B2B SaaS business with a strong reputation and innovative growth.
- Benefits: Competitive salary, bonus, benefits, and a hybrid work model in London.
- Other info: Opportunity to shape the future of Customer Success on a global scale.
- Why this job: Join a high-impact role with direct C-suite sponsorship and global influence.
- Qualifications: Proven leadership in Customer Success within B2B SaaS and experience with complex enterprise products.
The predicted salary is between 100000 - 125000 € per year.
A Global Customer Success Director role with a PE-backed global B2B SaaS business. You'll build and scale a disciplined, data-driven CS function with direct C-suite sponsorship, a seat at the top table, and real authority over retention, NRR and Professional Services.
ABOUT THE BUSINESS
A PE-backed global B2B SaaS business serving an established international enterprise customer base. Well-regarded in its niche with a multi-region team and a strong sector reputation. PE backing is funding accelerated innovation, operational maturity and continued global growth. Customer Success has clear executive sponsorship and the budget to scale, with a leadership mandate to professionalise the function end-to-end.
WHAT YOU'LL BE DOING
- Owning Gross Revenue Retention, Net Revenue Retention, churn and renewal predictability across the global customer base.
- Building a structured CS operating model covering segmentation, lifecycle stages, engagement playbooks, customer health scoring and risk identification.
- Establishing renewal management discipline and forecasting accuracy to a board-grade standard.
- Partnering closely with Sales to drive expansion through adoption, value realisation and executive engagement.
- Leading the global CS team and Professional Services / Consulting function, setting KPIs, processes and performance standards.
- Acting as the voice of the customer in Product, surfacing adoption barriers, usability challenges and value gaps.
WHAT WE'RE LOOKING FOR
- Proven track record leading Customer Success in a B2B SaaS environment, ideally with complex enterprise or technical products.
- Demonstrable record of improving retention, reducing churn and lifting NRR through structured, data-led intervention.
- Experience building and scaling process-driven CS operating models, playbooks and health-scoring frameworks.
- Comfort working with technical stakeholders (IT, architecture, engineering) and credibility translating technical capability into business outcomes.
- Experience leading or owning Professional Services / Consulting teams in a SaaS environment.
- Genuine global operating experience across US, EMEA and APAC, with strong analytical and forecasting capability.
QUALIFICATIONS
- Significant senior Customer Success leadership experience in B2B SaaS (essential).
- Exposure to enterprise software serving IT, architecture, GRC, transformation or PMO functions is a strong plus.
WHY JOIN
- High-impact, build-it role with direct C-suite sponsorship and a seat at the top table.
- Genuinely global remit across US, EMEA and APAC with the mandate to shape the operating model end-to-end.
- PE-backed growth journey with the budget and intent to professionalise and scale the CS function.
- Complex B2B SaaS environment with technical buyers, strategic CS, not coverage-model CS.
PACKAGE £100-125k base + bonus + benefits. Permanent. London 3 days a week. Unable to provide sponsorship for this position.
HOW TO APPLY
If this Global Customer Success Director role is of interest, apply now or contact Craig Viccars at Entasis Partners for a confidential conversation.
Entasis Partners is committed to helping clients create a diverse environment and is proud to support equal-opportunity employment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Director of Customer Success in City of London employer: Entasis Partners
Join a dynamic and innovative PE-backed global B2B SaaS company in London, where you will have the opportunity to lead a high-impact Customer Success function with direct C-suite sponsorship. Our collaborative work culture fosters professional growth and offers a unique chance to shape the future of customer engagement across multiple regions, all while enjoying a competitive salary and benefits package.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Success in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the B2B SaaS space and let them know you're on the hunt for a Global Customer Success Director role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by diving deep into the company’s customer success strategies. Understand their metrics, challenges, and successes. This way, when you chat with them, you can show off your knowledge and how you can add value right from the get-go.
✨Tip Number 3
Don’t just wait for job postings to pop up! Be proactive and reach out directly to companies you admire. Express your interest in their customer success initiatives and ask if they’re looking for someone with your expertise. It shows initiative and could lead to hidden opportunities.
✨Tip Number 4
When you find a role that excites you, apply through our website! We make it easy for you to showcase your skills and experience. Plus, it helps us keep track of your application and connect you with the right people faster.
We think you need these skills to ace Director of Customer Success in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Global Customer Success Director. Highlight your experience in B2B SaaS and any specific achievements related to retention and NRR. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about Customer Success and how your background aligns with our goals. Be genuine and let your personality come through – we love that!
Showcase Your Data Skills:Since this role is all about data-driven decision-making, make sure to include examples of how you've used data to improve customer retention or reduce churn in your previous roles. Numbers speak volumes, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to see your application and get the ball rolling. We can’t wait to hear from you!
How to prepare for a job interview at Entasis Partners
✨Know Your Numbers
As a Director of Customer Success, you'll need to demonstrate your understanding of key metrics like Gross Revenue Retention and Net Revenue Retention. Brush up on your data analysis skills and be ready to discuss how you've improved these metrics in previous roles.
✨Showcase Your Leadership Style
This role involves leading a global team, so it's crucial to articulate your leadership philosophy. Prepare examples of how you've built and scaled teams in the past, focusing on KPIs and performance standards that align with the company's goals.
✨Understand the Business Landscape
Familiarise yourself with the B2B SaaS market, especially in relation to enterprise software. Be prepared to discuss how you can translate technical capabilities into business outcomes, and how your experience aligns with the company's mission and values.
✨Prepare for Technical Conversations
You'll be working closely with technical stakeholders, so brush up on relevant terminology and concepts. Think about how you can bridge the gap between technical and non-technical teams, and be ready to share examples of successful collaborations in your past roles.
