Customer Success Director
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Job Description
Customer Success Director leading EMEA retention, expansion and customer success teams. Driving GRR/NRR growth for EDITED’s AI-powered retail intelligence platform.
Responsibilities:
- Lead the EMEA customer success strategy and team responsible for more than $10M in ARR
- Report directly to the Global Head of Customer Success
- Drive customer retention, satisfaction and expansion across the SaaS customer base
- Build a world-class customer success organization across the EDITED platform journey
- Own GRR and NRR targets across the EMEA portfolio
- Directly manage Account Managers and Retail Strategists
- Manage team development to support retention and expansion goals
- Partner with the Director of Customer Success, NA to ensure a consistent customer experience
- Own churn-risk indicators including platform data quality/adoption, KPI attainment, executive sponsor engagement and health scoring
- Intervene early on at-risk accounts
- Guide deal cycles to successful outcomes
- Work with Retail Strategists to optimize customer working practices through EDITED solutions
Requirements:
- Demonstrated history of success leading and scaling customer success organizations within B2B SaaS
- Experience growing complex SaaS businesses
- Experience creating and implementing a repeatable, scalable customer journey
- Experience building and leading high-performing customer success teams
- Experience fostering a data-driven culture and managing resources for efficiency and scalability
- Ability to navigate complex organizational structures, influence cross-functional stakeholders and secure executive buy-in
- Direct experience managing technical/delivery talent and commercially oriented account management talent under one team
- Ability to build and defend a GRR/NRR forecast
- Strong relationship-building skills with senior client stakeholders
- At least 3 years of management experience actively coaching dynamic teams
- Minimum 5 years of experience working within a B2B SaaS organization
- Retail industry background or deep familiarity with retail/merchandising working practices and pain points required
Benefits:
- Flexible working options, including hybrid working, flexible hours and a work from anywhere policy
- Enhanced parental leave policy
- 25 days annual leave plus public holidays, with an extra day for every year at EDITED
- Healthcare via SimplyHealth Cash Plan
- Season Ticket Loan and Cycle to Work schemes
- Access to an Employee Assistance Programme
- Employee Referral Programme
- Gifts for work anniversaries and big life events
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