Chief Customer Success & Growth Architect

Centellic; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Eye care

Private healthcare

Cycle to work scheme

Season ticket loan

Wellbeing allowance

Job summary

Centellic is seeking a Director of Customer Success to lead the CS function across product portfolios, driving value, retention, adoption and engagement throughout the lifecycle. You will own strategy, execution and performance of High and Mid Touch segments, build a high-performing team, implement ChurnZero, and partner with Product, Sales, Marketing and Support to maximise growth.

Reporting to the Chief Customer Officer, this role offers visibility across the business and the chance to shape

Qualifications

• Significant experience leading Customer Success, Account Management, or Customer Experience teams.
• Proven ability to improve retention, adoption, and outcomes.
• Experience in SaaS, subscription, or B2B technology businesses.

Responsibilities

• Lead the Global Customer Success strategy and ensure adoption across Centellic products.
• Drive GRR, retention, and product adoption metrics.
• Build scalable engagement models and account plans for High & Mid Touch segments.
• Lead a high-performing CS team and embed best-practice operating models.

Skills

Leadership

SaaS

Customer lifecycle

Data-driven decisions

Tools

ChurnZero

CRM systems

Job description

Centellic is seeking a Director of Customer Success to lead the CS function across product portfolios, driving value, retention, adoption and engagement throughout the lifecycle. You will own strategy, execution and performance of High and Mid Touch segments, build a high-performing team, implement ChurnZero, and partner with Product, Sales, Marketing and Support to maximise growth.

Reporting to the Chief Customer Officer, this role offers visibility across the business and the chance to shape