Customer Success Director
Location: Hybrid in East Midlands
Salary: £65,000 – £85,000
OTE: £100,000
  
Are you a strategic customer success leader who knows how to turn clients into long-term advocates?

We’re looking for an exceptional Customer Success Director to lead our customer-facing teams and shape how our clients experience an innovative MarTech solutions.
  
You’ll oversee Customer Success, Key Accounts, and Onboarding, ensuring every customer realises measurable value from our technology. This is a senior leadership role - driving adoption, retention, and advocacy while building and mentoring a high-performing team that defines what best-in-class customer success looks like.
  
What You’ll Do

• Lead and inspire the Heads of Customer Success and Onboarding, as well as the Key Accounts function.
• Develop and execute customer success strategies that boost adoption, retention, and satisfaction.
• Act as the senior point of contact for key enterprise clients, resolving challenges quickly and effectively.
• Drive measurable client ROI through proactive engagement, account planning, and success reviews.
• Collaborate with Sales and Product to uncover new opportunities for expansion and growth.
• Implement scalable onboarding frameworks that shorten time-to-value for new customers.
• Define KPIs, monitor progress, and report outcomes to the executive team.
• Champion the voice of the customer, feeding insights into product innovation and service design.
• Create case studies and success stories that celebrate customer impact and drive advocacy.

  
What You’ll Bring

• Proven experience leading customer success, onboarding, or account management teams within a SaaS or MarTech environment.
• Strong understanding of digital marketing technology, automation platforms, and CRM ecosystems.
• A track record of building deep, strategic relationships with enterprise clients.
• Experience driving retention, upsell, and revenue expansion through measurable customer outcomes.
• Strategic thinker with hands-on leadership and operational excellence.
• Exceptional communicator with the ability to inspire confidence across internal teams and client stakeholders.

  
This is your chance to shape the customer journey across a forward-thinking MarTech platforms - leading the strategy, team, and outcomes that define long-term client success.

Please Note: Rayner Personnel – Property Recruitment are acting as a recruitment agency with regards to this position. By submitting your application, you are consenting to Rayner Personnel processing and storing your data for the purposes of your job search.
 
We receive a great many applications for our vacancies and try to respond to as many as we can as quickly as possible. If you have not heard from a member of the team within 48 working hours, please assume that on this occasion your application has not been successful, but please feel that you may apply for other roles we are advertising in the future.