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THE OPPORTUNITY

We are seeking a strategic and hands-on Senior Director of Customer Success to lead and scale our Customer Success function. As the Senior Director of Customer Success, you will ensure that our customers achieve their desired outcomes while driving value from our products and services. Reporting to the Chief Customer Officer, you will manage a team of customer success managers (CSMs) while still handling other accounts independently. You will help develop best practices for customer engagement and implement scalable solutions to maximise customer satisfaction, retention, and growth tailored to your unique customer accounts.
You will work cross-functionally with Sales, Product, Implementation, partners, and Support teams to advocate for customer needs and contribute to product and service improvements. The ideal candidate will combine strong leadership and communication skills with a technical aptitude that allows them to deeply understand our platform and creatively solve client challenges.


Lead, mentor, and develop your assigned CSMs to enhance customer success strategies.
Develop and implement initiatives to drive customer adoption, retention, and satisfaction.
Monitor and analyze customer health metrics to proactively address needs and risks.
Serve as a point of escalation for complex customer challenges, ensuring timely and effective resolution for your
customer base.
Collaborate with internal teams to deliver feedback on product enhancements based on customer insights.
Drive account expansion opportunities by identifying and leveraging upsell and cross-sell potential.
Ensure no accounts are lost, and proactively all renewals are closed in time or in advance of their due date.
Report on key success metrics, providing insights to senior leadership for continuous improvement.
Conduct regular business reviews with customers, focusing on aligning our solutions to their evolving needs and ensuring
they maximize product value.
Identify opportunities to streamline and enhance customer journeys, from onboarding to renewal.
Lead pre-sales conversations, partnering and supporting the sales and partner team when needed.