Customer success director (UK)

Writer; City Of London; On-site; GBP 95,000 - 130,000; Full time

Job summary

A leading technology company in London is seeking a Director of Customer Success to lead a high-performing team. This role focuses on driving adoption, retention, and expansion for Fortune 500 clients. The ideal candidate has over 10 years in SaaS and has successfully led teams in dynamic environments. A strong focus on collaboration and continuous improvement is essential, along with a deep understanding of the AI writing space. Competitive compensation and benefits offered.

Benefits

Generous PTO

Comprehensive medical and dental insurance

Paid parental leave

Competitive pension scheme

Qualifications

• 10+ years in SaaS with Fortune 500/Global 2000 experience.
• 5+ years in a success leadership role.
• Hands-on leader with experience in generative AI.

Responsibilities

• Deliver against NRR/GRR targets for strategic customers.
• Collaborate with sales and marketing to drive business value.
• Develop and mentor CSM talent aligned with company values.

Skills

SaaS experience

Leadership

Team building

Consultative delivery methodology

Cross-functional collaboration

Job description

About this role

As our Director of customer success in UK, you'll be responsible for leading a high-performing customer success team that works with CIOs and business leaders at Fortune 500/Global 2000 companies. You'll lead a team of 6-8 Strategic CSMs focused on adoption, retention, expansion, and ROI measurement. You'll be expected to deliver on revenue targets, be active in the field with your team, improve existing processes, and help WRITER improve how we work with Strategic customers. A critical part of the role is providing guidance, coaching, and support to your team to enable individual and collective success.

Your positivity, sense of curiosity, winning mindset, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you. As a core leader in the business, you'll be reporting to our VP, customer success.

Responsibilities

• Deliver against aggressive but attainable NRR/GRR targets to continue building and developing WRITER's success with strategic customers
• Drive CSMs to effectively lead customers through a defined success delivery methodology
• Hire and develop CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to grow
• Collaborate with cross-functional teams including sales, marketing, solutions architecture, and product to align solutions that drive meaningful business value for our customers.
• Provide regular GRR/NRR forecasts, performance reports, and insights to senior leadership, highlighting key metrics and areas for improvement
• Foster a culture of high-performance, collaboration, and continuous learning within the CSM team. Model the integrity, attitude, and sense of urgency that you'll expect from your team.
• Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate

Qualifications

• 10+ years in SaaS with engaging Fortune 500/Global 2000
• 5+ years in Success leadership or similar leadership role
• Highly strategic with deep experience in consultative, complex delivery methodology
• Proven experience building and leading a team from an early stage
• Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach
• Hands-on success leader, energized by the transformative potential of generative AI and working with talented CSMs
• Commuting distance to a WRITER Hub: London

Benefits

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme and company contribution
• Annual work-life stipends for:
  • Home office setup, cell phone, internet
  • Wellness stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation and company stock options