Director of Customer Success

Job description

The Director of Customer Success is responsible for leading the Customer Success function for the Centellic product portfolios, driving customer value, retention, adoption, and engagement throughout the customer lifecycle. The role owns the strategy, execution, and performance of High and Mid Touch Customer Success, ensuring customers achieve measurable outcomes from their investment while contributing to the organisation's commercial objectives through improved Gross Revenue Retention (GRR), customer engagement, and expansion opportunities. As a key leader within the Customer Excellence organisation, the Director will build a high-performing team, drive adoption of ChurnZero as the primary Customer Success platform, and develop scalable customer journeys, digital and human-led engagement programmes, and best-practice operating models that enhance customer experience and business performance. The role works closely with Product, Sales, Retention, Marketing, Support, and Leadership teams to ensure customer needs are understood, customer value is realised, and opportunities for growth are maximised. The Director of Customer Success sits within the Customer Excellence function and report to the Chief Customer Officer.