Customer Success Director

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

The Customer Success Director takes full ownership of key client accounts acting as the primary liaison between the client and internal teams. They are responsible for ensuring exceptional service delivery, driving performance improvements, managing contractual obligations, and identifying opportunities to grow the relationship and expand service offerings. This is a senior leadership role requiring a strategic thinker with strong commercial acumen, outstanding relationship management skills, and a deep understanding of the facilities management or related industries.

• Client & Account Management
  • Serve as the main point of contact for assigned accounts, fostering long-term relationships based on trust and mutual success.
  • Build and maintain strong senior-level relationships with key client stakeholders and decision-makers.
  • Ensure all client expectations are met or exceeded through proactive account oversight and issue resolution.
• Strategic Planning & Performance
  • Develop and implement account strategies aligned with client goals and business objectives.
  • Oversee performance reporting and use data insights to drive service improvements and operational excellence.
  • Identify and implement service improvement actions at both tactical and operational levels.
  • Lead and mentor Account Executives and other team members, fostering a high-performance culture focused on service excellence and professional development.
  • Ensure team roles and responsibilities are clearly defined and performance objectives are regularly reviewed.
  • Monitor account performance metrics, service level agreements (SLAs), and key deliverables to ensure contractual compliance and customer satisfaction.
  • Manage account budgets in collaboration with the finance team, maintaining a focus on profitability, cost-efficiency, and value delivery.
• Business Development
  • Proactively identify growth opportunities within existing accounts, including upselling, cross-selling, and expansion of services.
  • Support the preparation of business cases, proposals, and presentations for new initiatives or contract renewals.

• Industry relevant qualifications and demonstrable experience (e.g., Business, Facilities Management, Engineering).
• Proven experience in a similar role within a facilities management or related industry.
• Strong understanding of facilities management practices, regulations, and industry trends.
• Excellent client relationship management skills with a track record of building and maintaining long-term client partnerships.
• Demonstrated experience in team management, including performance management and development.
• Sound financial acumen and experience managing budgets.
• Strong communication, negotiation, and presentation skills.
• Ability to work well under pressure and adapt to changing priorities.
• Relevant professional certifications may be advantageous.

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success. We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

Evolve is an Equal Opportunity Employer. All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service and Information Technology

Industries: IT Services and IT Consulting