About Our Client

Our client is a pioneering leader in data management solutions, specialising in Master Data Management (MDM) as a top-tier Microsoft partner. By delivering cutting-edge, cloud-native solutions, they empower organisations across industries from healthcare to manufacturing and energy to harness the full potential of their data.

Their scalable, ROI-driven approach enables clients to fuel innovation and strategic decision-making. With a growing team of over 100 professionals, the company is proud of its customer-centric and results-oriented culture, which has earned them a "Great Place to Work" certification. If you're passionate about data management and building world-class customer success organisations, this is a rare opportunity to lead at the forefront of how businesses leverage data.

Role Overview

As Director of Customer Success, you will own the global customer success function, leading a team of 8 to 9 CSMs across the US and UK, driving retention, expansion, and executive-level client relationships across a combined portfolio of approximately $35-40M USD in managed ARR.

Reporting directly to senior leadership, you will set the strategic direction for the CS function, build the systems and frameworks your team needs to succeed, and personally engage at the executive level on your most strategic accounts. You will manage and develop two CSMs in the UK and a team of six to seven in the US, each carrying a book of business of $4-5M USD.

The hiring manager is recognised for her servant leadership style and empowers high-performing, independent leaders who thrive in transparent and collaborative environments. This is a role for someone who wants to build, not just manage, and who can balance operational rigour with genuine relationship depth.

Key Responsibilities

Team Leadership and Development

• Lead, coach, and develop a global CS team of 8 to 9 across the US and UK, building a high-performance culture grounded in accountability and growth.

• Establish consistent performance standards, onboarding frameworks, and career development pathways across both geographies.

• Act as an escalation point and strategic partner for your team on complex or at-risk accounts.

Strategic Portfolio Ownership

• Oversee a total managed ARR of approximately $35-40M USD, ensuring strong retention outcomes, healthy NRR, and expansion pipeline across the portfolio.

• Drive consistency in how the team manages renewals, QBRs, success planning, and executive engagement.

• Identify systemic risks and opportunities across the portfolio and lead proactive intervention strategies.

Executive Relationship Management

• Personally engage at the C-suite and senior leadership level on strategic accounts, positioning yourself as a trusted advisor and platform champion.

• Represent the voice of the customer internally, influencing product direction, roadmap priorities, and go-to-market strategy.

• Support your team in building and maintaining multi-threaded executive relationships across their own accounts.

Revenue and Expansion

• Partner with Sales and Product on expansion opportunities, helping the team identify and shape upsell and cross-sell initiatives within existing accounts.

• Own CS-influenced revenue metrics including GRR, NRR, and expansion ARR, reporting to senior leadership with clarity and accountability.

Process and Operational Excellence

• Build and continuously improve CS processes, playbooks, and tooling to drive efficiency and consistency across the team.

• Leverage data and customer health signals to create a proactive, insight-driven CS motion.

• Collaborate closely with Sales, Product, and Implementation to ensure a seamless customer journey from onboarding through to renewal.

Who You Are

Experience

• 7+ years of leadership experience, spanning people management, team development, or functional ownership, ideally across commercial, SaaS, or technology environments.

• 2+ years in a Customer Success leadership role, with direct experience managing and developing a team of CSMs preferred; strong CS practitioners moving into their second leadership role will also be considered.

• Proven track record managing complex enterprise accounts or overseeing teams that do, ideally with individual books of business in the $4-5M+ USD range.

• Experience operating across multiple geographies or time zones is highly regarded.

Leadership and Influence

• A natural leader who develops talent, builds trust quickly, and creates clarity in ambiguous environments.

• Comfortable operating at both the strategic and executional level; you can set direction and roll up your sleeves when needed.

• Strong executive presence with the ability to engage credibly at the C-suite level internally and externally.

Commercial and Analytical Acumen

• Solid understanding of CS metrics and how to use data to manage team performance and customer health.

• Outcome-driven with a bias for action; you design systems that drive results, not just activity.

• Business and IT fluency: capable of bridging technical platform capabilities with business value conversations.

Why Join?

This is a genuine leadership opportunity at a company that takes Customer Success seriously as a commercial function. You will have the scope to build, the support of a strong hiring manager, and a team that is already performing well. Your job is to take it to the next level.

The company is growing, the culture is strong, and the product is genuinely differentiated in the MDM space. If you want to lead a global CS function, own meaningful revenue outcomes, and do it with a team that values your experience and autonomy, this is the role.