Customer success director (UK)

Writer; London; Hybrid; GBP 100,000 - 130,000; Full time

Job summary

A leading technology firm in London is seeking a Director of Customer Success to lead a high-performing team focused on driving customer adoption and retention among Fortune 500 clients. You will be responsible for achieving revenue targets, providing coaching, and collaborating with cross-functional teams. Ideal candidates have over 10 years in SaaS and a proven track record in success leadership. Competitive compensation and generous benefits offered.

Benefits

Generous PTO

Comprehensive medical and dental insurance

Paid parental leave

Fertility and family planning support

Wellness stipends

Company stock options

Qualifications

• 10+ years in SaaS with Fortune 500/Global 2000 companies.
• 5+ years in customer success leadership or a similar role.
• Proven ability to lead a strategic team.

Responsibilities

• Deliver on aggressive NRR/GRR targets for strategic customers.
• Drive and develop CSM team effectively through methodology.
• Foster collaboration and high-performance within team.

Skills

SaaS experience

Strategic leadership

Customer success management

Cross-functional collaboration

Team building

Job description

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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.

Your 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

☆ Is this you?

• 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 & perks (UK full-time employees):

• 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

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