Senior Director, Scaled Customer Success

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

Job summary

ABR Talent is facilitating a leadership role for a scaled Customer Success function within a fast-growing SaaS business. You will lead two Customer Success Managers, own the strategy and health of a £4-5M ARR portfolio, and drive executive-level customer conversations to secure renewals and expansion.

You will act as the senior voice in customer conversations, partnering with Account Management and cross-functional teams to maximise retention and revenue 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 protecting and growing revenue.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and product adoption to prioritise activity.
• Coaching mentality and developer mindset for the team.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own the strategy, health and performance of a scaled customer portfolio worth £4-5M ARR.
• Deliver executive customer meetings, webinars and strategic business reviews.
• Partner with Account Management to maximise retention and renewal success.
• Use health, engagement and product usage data to identify risk and opportunities.
• Collaborate with Customer Marketing, Digital CS and Data & Analytics to improve the scaled journey.
• Act as senior escalation point, leading by example in complex customer situations.

Skills

Leadership

SaaS CS

Stakeholder management

Data-driven

Coaching

Revenue outcomes

Tools

Salesforce

Gong

Hook

Job description

ABR Talent is facilitating a leadership role for a scaled Customer Success function within a fast-growing SaaS business. You will lead two Customer Success Managers, own the strategy and health of a £4-5M ARR portfolio, and drive executive-level customer conversations to secure renewals and expansion.

You will act as the senior voice in customer conversations, partnering with Account Management and cross-functional teams to maximise retention and revenue growth.