Director of Customer Success

Location: 2 days per week in Central London (Tuesday and Thursday), 3 days from homeSalary: £100,000 – £120,000 plus bonus (£60,000 in year 1) & benefitsWhy this role?Lead the global customer success function at a fast-scaling, venture-backed SaaS companyShape strategy for enterprise retention, expansion, and customer advocacyWork directly with the executive team to define how customers achieve measurable ROI through the platformAbout the CompanyA high-growth construction technology company backed by leading investors is redefining how complex field-based industries operate. With strong funding, rapid international growth, and a proven product delivering measurable results for enterprise clients, this business is entering its next stage of expansion. The company is now investing in senior leadership to strengthen its customer partnerships and scale globally.Role OverviewThis is a strategic and commercial customer-facing leadership role responsible for defining and executing the company’s global customer success strategy. You’ll lead a high-performing team that partners with enterprise clients to ensure adoption, measurable outcomes, and long-term advocacy.Working cross-functionally with Sales, Product, and Engineering, you’ll integrate customer success into the company’s commercial and product strategy—driving renewals, expansions, and trusted relationships at C-suite level.What you’ll be doingOwn and deliver the global customer success strategy focused on retention, expansion, and advocacy (you’ll also manage clients, so it’s a player-manager role to start with)Build and scale a best-in-class CS function with a data-driven, outcome-based approachPartner with enterprise customers to ensure adoption and measurable ROIEstablish programs to improve renewal rates, reduce churn, and increase net revenue retentionAct as a trusted advisor to senior stakeholders in large industrial and infrastructure organisationsCollaborate closely with Sales, Product, and Finance to align CS with commercial growth objectivesChampion insights from customer data to drive continuous improvement across the productRepresent the voice of the customer within the executive team and boardLead, manage and coach a team of 3Required Skills and Experience10+ years in Customer Success, Account Management, or Enterprise Delivery within B2B SaaSProven success leading enterprise-level CS teams, ideally in operational technology solutions where the workforce using the solution is blue collarExperience partnering with large industrial, utilities, construction or infrastructure customersTrack record of improving gross and net revenue retention through strategic CS programsCommercially minded leader who connects customer outcomes to revenue growthExcellent communication and stakeholder management skills, credible at C-suite levelCollaborative, analytical, and resilient in a fast-paced, scale-up environment