Director of Customer Success

We’re looking for an experienced and commercially driven Director of Customer Success to lead and evolve a high-impact function across the full customer lifecycle.

This is a strategic leadership role responsible for driving customer value, adoption, retention, and growth, while aligning closely with sales, product, and wider business objectives.

As Director of Customer Success, you will lead both pre-sales (Solutions) and post-sales (Customer Success / In-life) teams to deliver measurable outcomes for customers and the business.

You’ll play a key role in shaping strategy, influencing product direction, and ensuring customers realise maximum value from our solutions.

• Define and execute the Customer Success strategy aligned with business goals
• Lead, develop, and inspire a high-performing, customer-centric team
• Drive measurable outcomes across customer satisfaction, retention, and growth
• Provide customer and market insights to influence product roadmap and strategy

• Partner with sales and product teams to design scalable, value-driven solutions
• Oversee proposals, RFP responses, and solution design
• Support sales teams in positioning solutions as key drivers of customer success

• Drive adoption, retention, and long-term customer value
• Lead customer success initiatives aligned to customer goals and outcomes
• Monitor customer health, usage data, and feedback to identify opportunities
• Implement continuous improvement and scalable best practices

• Proven leadership experience within a Customer Success function in a SaaS environment
• Strong understanding of customer lifecycle management and success best practices
• Experience driving customer adoption, satisfaction, and revenue growth
• Background in software and/or insurance sectors is advantageous

• Strong leadership, communication, and stakeholder management
• Highly commercial mindset with strategic execution capability
• Data-driven decision making and analytical thinking
• Ability to manage multiple priorities in a fast-paced environment

• Opportunity to shape and lead a critical function across the business
• High visibility role with direct impact on growth and customer outcomes
• Collaborative and forward-thinking environment
• Focus on innovation, continuous improvement, and customer-centricity