Director of Customer Success

Director of Customer Success

Location: London – Hybrid, 3 days a week

Salary: Basic £110,000-£140,000

A rare opportunity to lead a high-performing Customer Success team within a rapidly scaling SaaS business, our client is expanding their presence across Northern Europe and APAC. As they continue to grow globally, the need for strong customer leadership has never been greater. This newly created role is pivotal in building, scaling, and empowering a world-class CS function to drive client retention, satisfaction, and revenue growth.

Our client is a trailblazing SaaS organisation delivering innovative enterprise solutions to global customers. With a strong commitment to customer value, retention, and long-term success, they have built a culture centred around collaboration, excellence, and continuous development. Their platform is already making waves across multiple markets, and they are now seeking a passionate leader to shape the future of their Customer Success strategy in two critical regions.

The Director of Customer Success will:

• Lead and develop a team of Customer Success Managers across Northern Europe and APAC
• Be responsible for retention and value realisation across key enterprise accounts
• Collaborate cross-functionally to improve internal CS processes and frameworks
• Act as a senior point of escalation for complex or business-critical client issues
• Drive talent development, team growth, and succession planning within your regions

The Director of Customer Success will need:

• Proven experience managing and scaling CS teams within a SaaS or enterprise tech environment
• A data-led and strategic mindset with strong reporting and forecasting capabilities
• A proactive approach to risk mitigation, client engagement, and value delivery
• The ability to influence internal stakeholders and advocate for client needs
• A natural passion for people, process improvement, and operational excellence

Benefits include:

• Competitive salary package with performance-linked incentives
• Autonomy and ownership across international growth markets
• Join a forward-thinking leadership team shaping CS strategy globally
• Fast-track leadership development within a hyper-growth SaaS environment
• Exposure to C-level stakeholders and large-scale clients
• Opportunity to make a real, measurable impact on the business
• Inclusive and international team culture
• Continuous development and progression opportunities
• Private health and wellbeing support