At a Glance
- Tasks: Lead EMEA customer success, ensuring clients love and grow with our platform.
- Company: Dynamic retail insight company focused on client value and growth.
- Benefits: Flexible working, 25 days leave, summer hours, and birthday off.
- Other info: Opportunity to build a high-performing team and improve customer engagement.
- Why this job: Own EMEA Customer Success and shape strategy while working with exciting retail clients.
- Qualifications: Experience in enterprise Customer Success, ideally at Director level, with SaaS or retail background.
The predicted salary is between 70000 - 90000 £ per year.
Retail Insight: Helping retailers act on what matters.
We are on the lookout for a dynamic Customer Success Director to lead our EMEA customer base and team. You’ll be the person making sure our clients are genuinely seeing value from what we do - not just using the platform, but loving it, growing with it, and sticking around long term. It’s a mix of strategy + people + clients. You’ll be setting the direction, building a high-performing team, and acting as a trusted partner to some of our biggest customers.
What you will be doing:
- Acting as our biggest advocate and go-to person across our EMEA client base.
- Owning retention, growth and customer health across the region.
- Building strong relationships with senior stakeholders (think Director / VP / C-suite).
- Spotting opportunities to grow accounts and working closely with Sales on expansion.
- Shaping how we do customer success, including processes, lifecycle, and client engagement.
- Keeping a close eye on the data (NPS, churn, adoption etc.) and using it to improve things.
Who you are:
- You’ve worked with enterprise level Customer Success teams before (ideally at Director level or close to it).
- You know how to balance customer experience with commercial impact.
- You’re hands-on when needed but equally strong at setting direction.
- You actually enjoy building teams and helping people level up.
- Previous work in SaaS, retail or data/analytics.
- Fluency in multiple languages is a big hit for us.
Why this role is exciting:
- You’ll have real ownership of EMEA Customer Success.
- Exposure to senior leadership and helping shape strategy.
- You’ll be joining at a point where there’s loads of opportunity to build and improve things.
- And you’ll be working with some seriously interesting retail clients.
Some of our extras:
- Flexible Working - Enjoy a hybrid work model (typically 2 days in the office) with flexibility based on business needs, plus a work from anywhere policy to give you freedom to explore.
- Time Off - 25 days annual leave (+ bank holidays), increasing with length of service, plus an extra day off for your birthday! We also operate summer hours so you can make the most of the sunshine.
Customer Success Director employer: Retail Insight
As a Customer Success Director at our innovative retail insight company, you'll thrive in a dynamic work culture that prioritises employee growth and collaboration. With flexible working arrangements, generous annual leave, and a commitment to professional development, we empower our team to excel while fostering strong relationships with leading retailers across the EMEA region. Join us to make a meaningful impact and enjoy the unique advantage of shaping customer success strategies in a rapidly evolving industry.
