At a Glance
- Tasks: Lead strategic customer relationships and drive product adoption in a dynamic environment.
- Company: Join a profitable, founder-led tech company with a focus on innovation.
- Benefits: Competitive salary, bonus potential, hybrid working, and direct access to the CEO.
- Other info: Opportunity to develop junior professionals and influence an evolving customer success function.
- Why this job: Shape the future of customer success while making a real impact on client satisfaction.
- Qualifications: 8-15 years in customer-facing roles with expertise in Microsoft 365 products.
The predicted salary is between 120000 - 120000 £ per year.
Reporting directly to the CEO, this is a senior, hands-on Customer Success Director role owning the most strategic UK customer relationships end to end. The remit covers the full post-sale life cycle: co-authoring digital workplace roadmaps with client SLTs, running a regular QBR cadence with C-suite stakeholders, driving feature adoption, and collaborating with the sales and consulting teams to identify expansion and renewal opportunities.
The successful candidate will be as comfortable demoing the product to a Head of Communications as co-authoring a digital workplace roadmap with a CIO, and will thrive in a methodical, ruthlessly organised team where 95% renewal YoY and 80% feature adoption across 80% of the customer's organisation are the bar.
Key responsibilities- Own and evolve a digital workplace roadmap with the senior leadership team of each named account
- Run a quarterly QBR cadence with Head of Communications, Head of HR, Head of Marketing, Head of Operations, CIO and CEO contacts
- Monitor product telemetry at a regular cadence and initiate work to optimise utilisation through paid work, the consulting team or the customer success agent
- Identify expansion opportunities and loop in the sales team to close new scopes of work and product opportunities
- Socialise product use and commercial value to senior stakeholders
- Manage all customer activity diligently in Salesforce
- Stay on top of Microsoft 365 and internal product roadmap, and translate new features into adoption opportunities for clients
- Develop more junior client success professionals
- In-depth understanding of the full capabilities of SharePoint Modern, OneDrive, Microsoft Teams, Power Platform and Copilot
- 8 to 15 years in a customer-facing role (Customer Success, Client Services, or post-sale Account Director scope)
- Background at a Microsoft Systems Integrator or a third-party Microsoft 365 product vendor (direct Microsoft hires are not in scope for this search)
- Experience with private sector and FTSE250 clients
- Comfortable engaging C-suite stakeholders at decision-maker and influencer level
- Commercial mindset with a demonstrable track record of identifying renewal and expansion opportunities
- Comfortable demoing software and positioning solutions on business value rather than features
- 80% feature utilisation across a minimum of 80% of the customer's organisation
- At a minimum, quarterly conversation with Head of Communications, Head of HR, Head of Marketing, CIO, Head of Operations and CEO contacts
- 100% QBR meeting execution
- 95% contract renewal year on year
- £120,000 base + £20,000 bonus on attainment of targets, plus package
- Hybrid working: London/M25, with regular in-person customer meetings
- Direct line into the CEO and real visibility at the top of the business
- Significant scope to shape an established yet evolving CS function inside a profitable founder-led ISV at an inflection point
Customer Success Director in London employer: Robert Walters
Join a leading organisation in the UK property and infrastructure sector as a Legal Director - Construction and Development, where you will be part of a dynamic team that values collaboration and innovation. With a hybrid working model, competitive salary, and opportunities for professional growth, this role offers a unique chance to influence major projects while enjoying a supportive work culture that prioritises employee well-being and development. Located in Cheshire, you will benefit from a vibrant community and access to a wealth of resources in the construction and development field.
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 Robert Walters. 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 Robert Walters 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 Robert Walters:Your cover letter is your chance to shine! Tell us why you want to work at Robert Walters 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 Robert Walters!
How to prepare for a job interview at Robert Walters
✨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.
