At a Glance
- Tasks: Lead global customer success initiatives and drive retention strategies in a dynamic B2B SaaS environment.
- Company: Join a PE-backed global B2B SaaS leader with a strong reputation and innovative culture.
- Benefits: Competitive salary, bonuses, and benefits with a hybrid work model.
- Other info: Exciting opportunity for career growth in a fast-paced, global setting.
- Why this job: Shape the future of customer success with direct C-suite influence and global impact.
- Qualifications: Proven leadership in B2B SaaS customer success 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 Safeguarding - Remote in City of London employer: Entasis Partners
Join a dynamic and innovative PE-backed global B2B SaaS business that prioritises employee growth and development. With a strong commitment to a collaborative work culture, you will have the opportunity to shape the Customer Success function while enjoying a competitive salary, bonus structure, and comprehensive benefits. The hybrid working model in London allows for flexibility, ensuring a healthy work-life balance as you engage with a diverse international team.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Safeguarding - Remote in City of London
✨Tip Number 1
Network like a pro! Reach out to connections in the B2B SaaS space, especially those who might know about the Global Customer Success Director role. A friendly chat can sometimes lead to insider info or even a referral.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s culture and values. Understand their approach to customer success and think of examples from your experience that align with their goals. We want to show them you’re the perfect fit!
✨Tip Number 3
Don’t just wait for job postings; be proactive! If you see a company you love, reach out directly. Express your interest in the Global Customer Success Director role and share how your skills can help them grow.
✨Tip Number 4
Use our website to apply! It’s super easy and ensures your application gets seen. Plus, we’re always on the lookout for top talent in customer success, so don’t miss out on the chance to stand out!
We think you need these skills to ace Director of Safeguarding - Remote 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 mission. 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 outcomes in previous roles. We’re keen to see your analytical prowess in action!
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 receive your application and start the conversation. Don’t miss out on this opportunity!
How to prepare for a job interview at Entasis Partners
✨Know Your Numbers
As a Global Customer Success Director, 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
You'll be leading a global team, so it's crucial to articulate your leadership approach. 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 environment and the specific challenges it faces. Be prepared to discuss how you can contribute to operational maturity and innovation, especially in a PE-backed context.
✨Engage with Technical Stakeholders
Since you'll be working closely with IT and engineering teams, practice explaining complex technical concepts in simple terms. Highlight your experience in translating technical capabilities into business outcomes during the interview.
