Senior Director, Scaled Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Maidstone; On-site; GBP 90,000 - 120,000; Full time

Job summary

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses seeks a senior Customer Success leader to drive scaling, governance and commercial outcomes. You will lead two Customer Success Managers, own the health and performance of a £4-5M ARR portfolio, and steer executive conversations with key customers.

You’ll influence senior stakeholders, align CS activities with renewals and growth, and partner with Marketing, CS Ops and Analytics to optimise the scaled journey.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset to deliver outcomes that protect and grow revenue.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-driven approach using health, engagement and product adoption to prioritise activity.
• Coaching mentality to develop others while leading by example.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a scaled portfolio worth £4-5M ARR.
• Deliver executive customer meetings, webinars and strategic business reviews.
• Partner with Account Management to maximise retention and renewals.
• Use data to identify risk and opportunity and continuously improve the customer journey.
• Be the senior escalation point for complex customer situations and lead by example.

Skills

Leadership

SaaS

Customer Success

Portfolio management

Stakeholder influence

Data-driven

Coaching

Tools

Salesforce

Gong

Hook

Job description

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses seeks a senior Customer Success leader to drive scaling, governance and commercial outcomes. You will lead two Customer Success Managers, own the health and performance of a £4-5M ARR portfolio, and steer executive conversations with key customers.

You’ll influence senior stakeholders, align CS activities with renewals and growth, and partner with Marketing, CS Ops and Analytics to optimise the scaled journey.