Director of Customer Success

Role: Global Customer Success Director | B2B SaaS

Location: London - (3 days on-site, hybrid)

Engagement: Permanent

Remuneration: £100-125k base + bonus + benefits |

A Global Customer Success Director role with a PE-backed global B2B SaaS business. You'll build and scale a disciplined, data-driven CS function with direct C-suite sponsorship, a seat at the top table, and real authority over retention, NRR and Professional Services.

ABOUT THE BUSINESS

A PE-backed global B2B SaaS business serving an established international enterprise customer base. Well-regarded in its niche with a multi-region team and a strong sector reputation. PE backing is funding accelerated innovation, operational maturity and continued global growth. Customer Success has clear executive sponsorship and the budget to scale, with a leadership mandate to professionalise the function end-to-end.

WHAT YOU'LL BE DOING

• Owning Gross Revenue Retention, Net Revenue Retention, churn and renewal predictability across the global customer base
• Building a structured CS operating model covering segmentation, lifecycle stages, engagement playbooks, customer health scoring and risk identification
• Establishing renewal management discipline and forecasting accuracy to a board-grade standard
• Partnering closely with Sales to drive expansion through adoption, value realisation and executive engagement
• Leading the global CS team and Professional Services / Consulting function, setting KPIs, processes and performance standards
• Acting as the voice of the customer in Product, surfacing adoption barriers, usability challenges and value gaps

WHAT WE'RE LOOKING FOR

• Proven track record leading Customer Success in a B2B SaaS environment, ideally with complex enterprise or technical products
• Demonstrable record of improving retention, reducing churn and lifting NRR through structured, data-led intervention
• Experience building and scaling process-driven CS operating models, playbooks and health-scoring frameworks
• Comfort working with technical stakeholders (IT, architecture, engineering) and credibility translating technical capability into business outcomes
• Experience leading or owning Professional Services / Consulting teams in a SaaS environment
• Genuine global operating experience across US, EMEA and APAC, with strong analytical and forecasting capability

QUALIFICATIONS

• Significant senior Customer Success leadership experience in B2B SaaS (essential)
• Exposure to enterprise software serving IT, architecture, GRC, transformation or PMO functions is a strong plus

WHY JOIN

• High-impact, build-it role with direct C-suite sponsorship and a seat at the top table
• Genuinely global remit across US, EMEA and APAC with the mandate to shape the operating model end-to-end
• PE-backed growth journey with the budget and intent to professionalise and scale the CS function
• Complex B2B SaaS environment with technical buyers, strategic CS, not coverage-model CS

PACKAGE

£100-125k base + bonus + benefits. Permanent. London 3 days a week. Unable to provide sponsorship for this position.

HOW TO APPLY

If this Global Customer Success Director role is of interest, apply now or contact Craig Viccars at Entasis Partners for a confidential conversation.

Entasis Partners is committed to helping clients create a diverse environment and is proud to support equal-opportunity employment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.