THE OPPORTUNITY

The Customer Success Director is an essential role in our commercial team, overseeing the daily running of the Customer Operations function whilst developing a strategic roadmap for it’s future. This role will be key in ensuring the best service for new and existing customers of Shieldpay, whilst ensuring procedural optimisation and compliance.
This role is essential in building and developing a high-performance customer success function, so the ideal candidate will be able to confidently overhaul existing processes and develop a best-in-kind approach to customer success across the function. You are a strategic thinker who is continually looking to improve our approach to supporting customers and getting the most out of existing and new relationships.
You will develop a deep understanding of our customer-profiles and how our solutions can be used to assist them in overcoming obstacles faced by them.

• Build and scale our Customer Success function through a blend of strategic leadership and hands-on execution
• Define and execute the Customer Success strategy to ensure we capitalise on existing relationships across key verticals and markets, with the aim of repeat revenue and continued relationships
• Continually review SLAs and implement internal training and policies to ensure our Customer Success team can deliver the best service
• Develop and nurture a culture of continuous improvement within the department
• Implement a long-term strategic vision for the function with consideration of wider business goals
• You will provide leadership, coaching, training, and development to imprint a culture of continuous improvement across an engaged and successful team
• You will engage with Shieldpay stakeholders to constantly refine our Enterprise Sales Process, including Product, Financial Crime Operations, Finance, Legal, Compliance and Customer Success