Senior Director, Scaled Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; High Wycombe; On-site; GBP 70,000 - 110,000; Full time

Job summary

RegTech business in the United Kingdom seeks a senior Customer Success leader to define how a modern scaled CS organisation operates, leading two Customer Success Managers and driving commercial outcomes across a £4-5M ARR portfolio.

You will be the senior customer-facing voice, coaching the team while engaging in executive conversations to drive adoption, retention and revenue growth across this 1,000-customer base.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset focused on delivering revenue through retention and expansion.
• Credibility to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and product adoption to prioritize activity.

Responsibilities

• Leading, coaching and developing two Customer Success Managers.
• Owning strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering closely with Account Management to maximise customer retention and renewal success.
• Using customer health, engagement and product usage data to proactively identify risk and opportunity.
• Working alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
• Acting as the senior escalation point for complex customer situations, leading by example through your own customer interactions.

Skills

Leadership

SaaS experience

Data-driven

Stakeholder management

Coaching

Tools

Salesforce

Gong

Hook

Job description

RegTech business in the United Kingdom seeks a senior Customer Success leader to define how a modern scaled CS organisation operates, leading two Customer Success Managers and driving commercial outcomes across a £4-5M ARR portfolio.

You will be the senior customer-facing voice, coaching the team while engaging in executive conversations to drive adoption, retention and revenue growth across this 1,000-customer base.