At a Glance
- Tasks: Lead our Customer Success team and drive post-sales strategy for growth.
- Company: Join Tenzo, a dynamic tech company transforming the restaurant industry.
- Benefits: Enjoy flexible working, stock options, and generous annual leave.
- Other info: Be part of a diverse team with exciting career progression opportunities.
- Why this job: Make a real impact in a fast-growing startup with a supportive culture.
- Qualifications: Proven leadership in SaaS Customer Success and strong data-driven decision-making skills.
The predicted salary is between 50000 - 70000 £ per year.
Location: London (Hybrid)
Job type: Full time
Who we are
At Tenzo, we’re transforming the way restaurants operate. Our Restaurant Reporting & Intelligence platform brings together data from multiple systems to deliver real-time, actionable insights — helping operators boost sales, cut waste, and run smoother businesses. We partner with leading hospitality brands like IHG hotels, Knoops, JKS, and Time Out Markets.
Diversity and Inclusion
Tenzo is an equal-opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.
About the role
As the Director of Customer Success, you will serve as the architect of our post-sales commercial strategy, holding department-wide oversight for all proactive success and account management functions. In this high-impact leadership role, you will be directly accountable for Tenzo’s Gross and Net Retention targets, bringing deep expertise in customer success to drive revenue protection and our long-term growth.
Your Mission
- Define and execute the overarching post-sales commercial strategy, providing department-wide leadership across all proactive success and account management functions.
- Maintain direct accountability for company-wide Gross and Net Retention (NRR) targets, ensuring long-term financial stability and growth.
- Manage and scale our Customer Success team, fostering a culture of accountability, continuous improvement, and customer focus.
- Act as the key bridge between evolving customer requirements and product capabilities, resolving complex tensions to ensure sustainable product-market fit.
- Serve as an internal and external subject matter expert on customer success innovation, implementing best-in-class methodologies to safeguard the customer lifecycle.
- Lead the implementation of AI-driven workflows and autonomous agents to streamline customer success operations, driving efficiency and enhancing the scalability of our post-sales processes.
About you
- Extensive senior leadership experience in Customer Success within the SaaS sector, including management experience, leading a team of Customer Success Managers.
- A demonstrable track record of meeting or exceeding KPIs, with a specific focus on driving renewal achievements and Net Retention Rate (NRR) growth.
- Proven ability to hire, onboard, and coach high-performing teams, using motivational qualities to foster professional growth.
- Extensive experience in leveraging data-based decision-making to develop and execute effective customer success strategies.
- Strong organisational and project leadership skills, with the interpersonal ability to manage complex, cross-functional initiatives.
- Exceptional written, oral, and presentation skills, with the ability to articulate complex concepts to both internal stakeholders and executive-level customers.
- Experience in designing and deploying autonomous AI agents and automated workflows that deliver measurable gains in post-sales scalability, efficiency, and operational throughput (desirable).
Work perks and benefits
- Tenzo is committed to improving the general well-being of our team members.
- Working as part of a small team, you will benefit from a level of responsibility from the get-go.
- We also commit to a dedicated time for personal development and clear career progression in an exciting time of growth and development of the company.
- You'll receive a £75 work from home set up budget, which renews every year.
- A minimum of 2 days a week in the London office, plus any additional days such as trade shows, team quarterly meet-ups.
- Eligibility to our stock options program.
- ESG pension scheme.
- WeWork Marylebone - North West House, 119 Marylebone Rd, London NW1 5PU.
- Every quarter we plan a team lunch at one of our customer’s restaurants.
- A chance to meet fellow team members from all over the world at our annual team offsite.
- We cover tests and contribute £75 to spectacles (or equivalent in local currency).
- Dedicated time for personal & professional development.
- 25 days of holiday + bank holidays (increasing to 27 after 1 year and 29 after 2 years tenure).
- Enjoy up to 2 weeks during the UK summertime working abroad!
- Working as part of a small team, you benefit from a level of responsibility from the get-go.
- Monthly events both in person and virtually!
Please note: exclusively no recruiter emails for this role.
Director of Customer Success in London employer: Tenzo
At Tenzo, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion while fostering personal and professional growth. Located in the heart of London, our hybrid work model allows for flexibility, complemented by generous benefits such as stock options, dedicated development time, and unique team-building experiences like quarterly customer lunches and annual offsites. Join us to make a meaningful impact in the hospitality industry while enjoying a supportive environment that values your contributions.
