Director of Customer Experience & Success

AppCheck Ltd; Leeds; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

AppCheck Ltd in Leeds is seeking a Director of Customer Experience to lead our Account Management, Application Support and Customer Success teams. You will own the post-sale lifecycle, drive improvements in NRR and GRR, and partner with Sales and Product Engineering to reduce churn and grow account value.

You’ll establish our Customer Success function by transitioning the Hypercare team into a proactive unit, set measurable goals, health scores, and renewal processes, and report progress to the

Qualifications

• 5+ years leading customer-facing teams in B2B SaaS or enterprise software.
• Experience transitioning teams to a proactive Customer Success function.
• Proven track record of improving customer retention metrics (NRR/GRR).
• Strong communication and stakeholder management across senior leaders.
• Experience with CRM and CS tools and cross-functional collaboration.

Responsibilities

• Lead Account Management, Application Support and Customer Success teams with accountability for results.
• Establish Customer Success as a distinct, proactive function and define onboarding and success plans.
• Own renewal planning, forecasting and expansion opportunities with Sales and Finance.
• Collaborate with Product Engineering to translate customer pain points into product improvements.
• Represent customer voice to leadership and drive data-informed recommendations.

Skills

Customer Success leadership

Strategic thinking

Cross-functional collaboration

Data-driven decision making

People management

Tools

Salesforce

Gainsight

HubSpot

Jira

Job description

AppCheck Ltd in Leeds is seeking a Director of Customer Experience to lead our Account Management, Application Support and Customer Success teams. You will own the post-sale lifecycle, drive improvements in NRR and GRR, and partner with Sales and Product Engineering to reduce churn and grow account value.

You’ll establish our Customer Success function by transitioning the Hypercare team into a proactive unit, set measurable goals, health scores, and renewal processes, and report progress to the