At a Glance
- Tasks: Lead EMEA customer success, ensuring clients love our platform and grow with us.
- Company: Retail Insight, a dynamic company focused on customer value and innovation.
- Benefits: Flexible working, 25 days leave, health perks, and learning opportunities.
- Other info: Join a supportive environment that values diversity and personal growth.
- 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.
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. Things like processes, lifecycle, how we engage clients etc.
- 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.
- Learning & Development - Access a vast range of courses through our learning platform and benefit from structured career progression plans to support your growth.
- Health & Wellbeing - Private Medical Insurance, a healthcare cash plan, and mental health support.
- Giving Back - Take paid volunteer days to support your local community, donate to your chosen charity through salary sacrifice (we’ll match it!), and make a difference with Give as You Earn.
- Extra Perks - A car purchase scheme to make buying a new car easier, plus access to additional benefits through our online platform, including gym discounts.
Be your authentic self - Retail Insight is committed to promoting equal opportunities in employment. All employees and any job applicants will receive equal treatment. We actively seek to create an environment where everyone feels respected, supported, and encouraged to contribute their best work.
Customer Success Director in London employer: Retail Insight
Retail Insight is an exceptional employer that prioritises employee growth and well-being, offering a dynamic work culture where innovation thrives. With flexible working arrangements, generous leave policies, and a strong commitment to learning and development, employees are empowered to excel in their roles while enjoying a healthy work-life balance. Join us in shaping the future of customer success in the retail sector, where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Retail Insight. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Retail Insight before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Retail Insight:Your cover letter is your chance to shine! Tell us why you want to work at Retail Insight specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Retail Insight!
How to prepare for a job interview at Retail Insight
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
