Senior Director Customer Success

RLDatix; Richmond; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading company in the healthcare technology sector seeks a Senior Director of Customer Success. This role involves driving customer adoption and retention across UK & Ireland, leading a high-impact team to optimize outcomes and foster a customer-first culture for transformative healthcare delivery.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401K plan

Paid time off

Paid holidays

Qualifications

• Extensive experience in customer success or SaaS leadership.
• Proven track record managing large ARR portfolios.
• Ability to influence C-suite stakeholders.

Responsibilities

• Drive customer adoption, retention, and revenue growth.
• Architect high-touch customer engagement models.
• Lead a high-performing Customer Success team.

Skills

Customer Success

Change Management

Analytical Skills

Tools

CRM Software

Data Platforms

Customer Success Tools

Job description

Senior Director, Customer Success | Customer Success | UK, Richmond | Hybrid

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

We’re looking for a London based Senior Director of Customer Success to join our Customer Success team and lead a high impact Customer Success function that ensures every RLDatix customer across the UK & Ireland realises measurable value from our solutions.

Your mission will be to drive adoption, retention, and long-term growth across the entire customer journey. By building strong relationships, leveraging data, and working closely with cross-functional teams, you’ll help healthcare organisations deliver safer, more efficient care.

As the Senior Director of Customer Success, you’ll lead the end-to-end customer journey from onboarding through to renewal and expansion, ensuring our clients derive measurable value from our solutions. You’ll build and scale a high-performing Customer Success function, foster a customer-first culture, and drive alignment across Sales, Product, Support, and Services. Your goal is to transform Customer Success into a strategic growth engine: increasing retention, deepening adoption, and turning satisfied customers into advocates — all in service of RLDatix’s mission to enable safer, more efficient care.

How You’ll Spend Your Time

• Implement RLDatix’s customer success strategy to align UK&I goals with the global operating model
• Architect and scale high-touch and digital-first engagement models to optimise customer outcomes
• Collaborate with Sales, Product, Marketing, and Support to create seamless, joined-up customer journeys
• Drive renewal strategies and revenue growth by tracking and improving GRR, NRR, and retention metrics
• Recruit, train, and mentor a high-performing CS team to build a customer-first, data-led culture
• Use customer data and success metrics to inform engagement strategies, segmentation, and health scoring
• Champion voice of the customer in product feedback loops to drive innovation and issue resolution
• Represent RLDatix externally through customer advocacy efforts, thought leadership, and strategic partnerships

What Kind of Things We’re Most Interested in You Having

• Extensive experience in customer success, account management, or SaaS leadership within enterprise and mid-market environments
• Proven track record of managing large ARR portfolios and improving customer sentiment, NPS, and retention
• Demonstrated expertise in change management, platform migration support, and onboarding new solutions
• Ability to influence C-suite stakeholders and align customer success with broader business goals
• Strong analytical skills and data fluency to inform decisions and drive scalable engagement
• Comfort working with customer success tools, CRMs, data platforms, and AI to enhance operations
• A passion for healthcare innovation and improving safety and efficiency through technology
• A collaborative, customer-first leadership style suited to a dynamic, mission-led environment

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [e-mail].