Customer Success Director

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the customer success strategy for the EMEA region and lead a team responsible for generating over $10M in ARR.

• Provide direct reports to the Global Head of Customer Success.

• Enhance customer retention, satisfaction, and expansion within the SaaS customer base.

• Develop a premier customer success organization throughout the EDITED platform experience.

• Take ownership of GRR and NRR objectives within the EMEA portfolio.

• Directly supervise Account Managers and Retail Strategists.

• Manage team growth to achieve retention and expansion objectives.

• Collaborate with the Director of Customer Success, NA to maintain a uniform customer experience.

• Manage churn-risk metrics, including platform data quality/adoption, KPI achievement, executive sponsor engagement, and health scoring.

• Proactively address at-risk accounts.

• Steer deal cycles towards successful resolutions.

• Partner with Retail Strategists to enhance customer operations through EDITED solutions.

⛳️ Requirements

• Proven track record of successfully leading and expanding customer success organizations within B2B SaaS environments.

• Experience in scaling complex SaaS businesses.

• Background in creating and executing a repeatable, scalable customer journey.

• Expertise in building and guiding high-performing customer success teams.

• Experience in cultivating a data-driven culture while optimizing resources for efficiency and scalability.

• Ability to navigate complex organizational structures and influence cross-functional stakeholders to gain executive support.

• Hands-on experience managing both technical/delivery talent and commercially-focused account management talent within a single team.

• Capability to construct and justify a GRR/NRR forecast.

• Strong skills in relationship-building with senior client stakeholders.

• Minimum of 3 years of management experience with dynamic team coaching.

• At least 5 years of experience in a B2B SaaS organization.

• Required background in the retail industry or thorough understanding of retail/merchandising practices and challenges.

🏝️ Benefits

• Flexible working arrangements, including hybrid options, flexible hours, and a work-from-anywhere policy.

• Improved parental leave policy.

• 25 days of annual leave in addition to public holidays, with an additional day for each year spent at EDITED.

• Healthcare coverage through the SimplyHealth Cash Plan.

• Season Ticket Loan and Cycle to Work schemes available.

• Access to an Employee Assistance Programme.

• Employee Referral Programme in place.

• Gifts provided for work anniversaries and significant life events.