Director of Customer Success - Martech SaaS Platform

Director of Customer Success - Martech SaaS Platform

  • Location

    London, England

  • Sector:

    Customer Success, Customer Success

  • Job type:


  • Salary:

    £80000 - £120000 per annum + 20% Bonus

  • Contact:

    Courtney Gresty

  • Contact email:

  • Job ref:

    IN - DCS_1635774003

  • Published:

    10 months ago

  • Expiry date:


  • Startdate:


  • Consultant:


Director of Customer Success - Martech SaaS Platform

£80-120k plus 20% bonus


The Company:

This company are a B2B SaaS provider with a unique focus and approach to multichannel marketing experiences. They recently announced a £32m Series C funding round and have been named the market leader for both Mobile Marketing Software and Personalisation Grids. They have also been named as a Forrester leader for Cross-Channel Campaign Management!

Their clients include multiple of the biggest companies in the Fortune 500 across Retail, Automotive and Travel industries, being trusted by over 800 global businesses such as UNIQLO, IKEA, Domino's and New Balance.

They are looking for an experienced individual in the Customer Success and Martech/SaaS space to come and head up a team of 5 here in the UK. This person needs to be skilled in managing and leading a team of between 3-10 CSMs, whilst also demonstrating prior success in product and client management of their own portfolio.

Exciting Bits:

  • Opportunity to build out a team of 5 CSM's to a team of 10 by Q1 2023
  • Join a growing UK arm of a successful and well backed global company
  • Be part of a great community mindset company with huge growth ambitions

The Job:

As a Director of Customer Success, you will be responsible for:

  • You will be leading their rockstar Partner Success team in London
  • Provide strategic direction to the team proactively daily to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure partner retention
  • Guide their Partner Success team members on their career and personal development to ensure team growth and retention
  • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on their partnerships with their clients
  • Establish a trusted adviser relationship that ensures their customer's overall satisfaction with their services and technology
  • Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
  • Make sure their clients are utilizing their technology at their best so that we can fully provide them a world-class service. You'll monitor and facilitate the customer's adoption of the technology
  • As part of the managerial team, you will work closely with global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and give active feedback on the strategic direction of the company, particularly in the key metrics of partner satisfaction, retention, and growth


  • Proven work experience in a customer-oriented position (minimum 4-5 yrs), preferably in the B2B SaaS domain
  • Experience with marketing technology is a plus
  • Minimum of 2-3 years' experience in leading a team
  • Solid understanding of basic web concepts and digital marketing (metrics)
  • Strong strategic approach to client retention and ability to navigate complex enterprise environments
  • Show us that "you've got what it takes" to collaborate and build strong relationships with customers, especially at the executive level
  • Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team
  • Be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our partners and the effectiveness of our Partner Success team
  • Passion to make a difference in the lives of both marketers and the growth of our Partner Success team members

Apply Now

You can apply for this role of Director of Customer Success now by sending us your CV or by calling us now! Don't forget to register as a candidate too.

Courtney Gresty

Senior Consultant


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