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.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tenzo. 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 Tenzo 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 Director of Customer Success 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 Tenzo:Your cover letter is your chance to shine! Tell us why you want to work at Tenzo 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 Tenzo!
How to prepare for a job interview at Tenzo
✨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.
