Senior Director, Scaled Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Basingstoke; On-site; GBP 90,000 - 130,000; Full time

Job summary

ABR Talent is partnering with a PE-backed Regulatory Technology business in the UK to lead a scaled Customer Success function. You will oversee two Customer Success Managers and engage directly with executive customers to drive adoption and commercial outcomes.

You will own a £4-5M ARR portfolio across almost 1,000 customers, steering strategy, health metrics and strategic reviews while collaborating with Account Management to maximise retention and growth.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset focused on revenue retention and expansion.
• Ability to influence senior stakeholders and drive strategic conversations.
• Data-led approach using health, usage and adoption metrics.
• Coaching mentality and leading by example in customer interactions.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a £4-5M ARR portfolio.
• Deliver executive meetings, webinars and business reviews.
• Partner with Account Management to maximize retention and renewals.
• Use data to identify risks and opportunities.
• Collaborate with Marketing, Digital CS and Data Analytics to improve the journey.
• Act as senior escalation point for complex customer situations.

Job description

ABR Talent is partnering with a PE-backed Regulatory Technology business in the UK to lead a scaled Customer Success function. You will oversee two Customer Success Managers and engage directly with executive customers to drive adoption and commercial outcomes.

You will own a £4-5M ARR portfolio across almost 1,000 customers, steering strategy, health metrics and strategic reviews while collaborating with Account Management to maximise retention and growth.