Director of Customer Success – Account Management

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

📋 Description

• Take charge of customer health, retention, and growth throughout the portfolio.

• Cultivate strong relationships with key stakeholders while personally managing strategic or at-risk accounts.

• Address expectation gaps proactively to prevent them from escalating into commercial risks.

• Lead, mentor, and establish priorities for the Customer Success team.

• Implement structured account plans, customer health evaluations, and uniform service standards and reporting across various markets.

• Manage the complete onboarding process and ensure high-quality customer support.

• Collaborate with Product, Engineering, and the Senior Project Manager.

• Develop practical solutions when standard responses are inadequate.

• Supervise account administration, billing readiness, and forecasts for renewals or expansions.

• Advocate for the customer's perspective in product and management discussions.

• Assist customers in utilizing the company’s agtech platform for digital scouting and agronomic decision-making support.

• Transform pilot projects and limited deployments into sustainable, long-term relationships and site or hectare expansions.

⛳️ Requirements

• Extensive hands-on experience as a Customer Success Manager, Account Manager, Key Account Manager, or in a similar client-management role for complex B2B digital products, IT solutions, or technology-driven projects.

• Proven track record of ownership in retention, renewals, expansion, and managing senior customer relationships, including handling challenging conversations and recovering at-risk accounts.

• Strong expertise in professional customer-management practices, including account and success planning, stakeholder mapping, customer journey design, health scoring, quarterly business reviews (QBRs), risk management, and escalation procedures.

• Practical knowledge of CRM, support, and customer-success platforms, as well as dashboards and playbooks.

• Minimum of two years of direct experience in people management.

• Experience transitioning customers from pilot or proof of concept to multi-site, enterprise, or scaled deployments.

• Strong grasp of business process management, including mapping, redesigning, and embedding processes and controls.

• Experience in implementing digital products or IT systems for corporate clients or leading an IT support or service-delivery team.

• Ability to identify whether issues stem from adoption, service, hardware, data, or product capabilities and to coordinate the appropriate specialists without overcommitting.

• Strong commercial acumen regarding contracts, subscriptions, billing, renewal timelines, and value or ROI discussions.

• Proficient in professional English for nuanced interactions with customers and executives.

• Excellent organizational skills and attention to detail across multiple countries and concurrent priorities.

🏝️ Benefits

• Willingness to travel internationally.