Customer Success Director (Night-shift, Hybrid)

A Customer Success Director has opened at an international IT company.

A leading global organisation is seeking a Customer Success Director to oversee a high-performing team dedicated to delivering exceptional business and technical account management. This role offers the unique opportunity to shape the future of customer engagement, drive retention strategies, and foster long-term relationships with clients across diverse industries. You will be joining a market disruptor renowned for its commitment to flexibility, professional development, and a vibrant workplace culture. With a hybrid working model that balances office collaboration and remote autonomy, you will enjoy the freedom to innovate while being supported by knowledgeable colleagues. If you are passionate about nurturing teams, enhancing customer experiences, and making a tangible impact in a global environment, this is your chance to thrive.

• Enjoy maximum flexibility with a hybrid work model: 2 days in the office and 3 days remote each week, ensuring you can balance face-to-face collaboration with personal productivity.
• Be part of an ever-growing global company where internal career progression is encouraged, offering endless opportunities across multiple roles, disciplines, domains, and locations.
• Work alongside supportive leadership in a collaborative environment that values knowledge sharing, training opportunities, and inclusive growth for all employees.

What you'll do:

As Customer Success Director, your day-to-day responsibilities will centre around guiding a talented team towards achieving outstanding results in client engagement. You will play a pivotal role in shaping retention strategies that drive customer loyalty while partnering closely with regional leaders to lead global employees. Your expertise will be instrumental in identifying areas for process improvement, implementing new roles as needed, and ensuring that every client receives attentive service tailored to their needs. By fostering collaboration between departments such as Sales, Technical Support, Professional Services, and Partner Success Teams, you will help create seamless customer journeys. Regular coaching sessions with your direct reports will enable you to nurture talent within your team while maintaining high standards of performance. Your ability to disseminate competitive insights will empower your technical success advisors to develop more qualified opportunities. Ultimately, your leadership will ensure that every aspect of customer success is managed with professionalism, empathy, and strategic vision.

• Oversee and mentor a hybrid team of Professional Services Managers and Individual Contributors, ensuring they deliver world-class business and technical account management to clients.
• Develop and execute retention strategies and renewal processes that consistently meet or exceed stated targets for client satisfaction and loyalty.
• Partner with regional leaders and cross-functional teams including Sales, Technical Support, Professional Services, and Partner Success to enhance customer outcomes.
• Lead initiatives to improve support and delivery experience by collaborating with senior leaders across various departments.
• Identify new functional roles, process improvements, technology requirements, and key performance indicators to advance organisational maturity.
• Support clients in maximising their use of existing products by proposing enhancements and leveraging company resources for optimal interaction.
• Oversee account assignments to Technical Account Managers and Technical Success Advisors to ensure effective coverage and service quality.
• Maintain up-to-date knowledge of competitive product lines to inform the technical success team on strengths and weaknesses for developing qualified opportunities.
• Coach management teams through regular one-on-one meetings, providing feedback, setting development goals, and managing performance.
• Make recruiting and staffing decisions in coordination with department leaders while adhering to company policies and ethical standards.

What you bring:

To excel as Customer Success Director you will bring extensive experience from customer service or B2B technology sectors along with strong managerial capabilities honed over years of leading high-performing teams. Your background should include overseeing remote teams as well as demonstrating financial acumen through segment P&L management. You possess an analytical yet service-oriented mindset that enables you to identify opportunities for improvement while maintaining a friendly approach when interacting with colleagues or clients. Your public speaking abilities allow you to command attention during training sessions or presentations. Familiarity with billing practices ensures smooth operations when handling credits or adjustments according to contractual agreements. You are adept at implementing quarterly goals within fast-paced environments while always adhering to company policies. Above all else your excellent interpersonal communication skills make you dependable when connecting with customers across different regions.

• Bachelor’s Degree preferred or equivalent work experience required; MBA is advantageous but not mandatory.
• At least 12 years of professional experience in customer service, contact centre operations or B2B technology environments.
• Minimum 5 years’ experience building and leading high-performing teams with proven management skills.
• Experience leading remote teams is highly desirable for this role.
• Professional presence with confidence in commanding large audiences as a trainer or speaker.
• Analytical mindset combined with inquisitive nature; service-oriented approach; friendly demeanour; early adopter attitude.
• Financial responsibility including segment P&L management covering staffing costs, T&E expenses, merit adjustments, promotions, billing practices and invoicing protocols.
• Ability to issue credits or adjustments as appropriate while ensuring expenditures comply with company purchasing policies.
• Proven track record in implementing quarterly MAT goals successfully within similar environments.
• Excellent interpersonal communication skills for engaging effectively with customers both internally and externally.

What sets this company apart:

This organisation stands out as a market leader committed to disrupting traditional approaches through innovation and inclusivity. Employees benefit from flexible working arrangements under the hybrid model which promotes both teamwork during office days and autonomy during remote work periods. The culture is built on collaboration where supportive leadership encourages knowledge sharing across global teams. Training opportunities abound allowing individuals at all levels to grow professionally within an ever-expanding network of roles disciplines domains locations. The company’s dedication to employee wellbeing is reflected in its generous approach towards flexibility career progression internal mobility—ensuring everyone feels valued respected empowered regardless of their background or expertise. Joining this organisation means becoming part of a vibrant community where every day brings new learning experiences challenges rewards—all within an environment designed for personal professional fulfilment.

What's next:

If you are ready to make a meaningful impact in customer success while enjoying unparalleled flexibility apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.