Director of Customer Success – 3pl

Director of Customer Success

Strategic and commercially minded Customer Success leader who has built and scaled high-performing SaaS teams across EMEA. Led leaders, partnered closely with Sales and Product, and know how to turn strong customer outcomes into long-term value, retention, and sustainable business impact,

• Stakeholder and boardroom discussing forecasts and expansion strategy as you are refine a playbook or support a complex enterprise customer conversation,

Leadership style grounded in data, commercial judgement, and genuine customer empathy.,

• Challenging the status quo, thinking long-term, and operating effectively in fast-moving, matrixed environments.

Customer Success for what it truly is a strategic driver of growth, retention, and long-term customer value,

• Collaborate with global CS leadership to align on programs, frameworks, and best practices, balancing global consistency with local nuance,
• Act as the regional voice of the customer, influencing product direction and go-to-market priorities,
• Use data-driven insights to continuously improve team effectiveness and customer outcomes,
• Inspire resilience and adaptability within your team, guiding them to deliver high-quality
• Lead and develop the EMEA Customer Success organisation, mentoring leaders and building a culture of accountability, ownership, and performance,
• Deliver against regional retention and expansion targets, ensuring predictable and sustainable growth,
• Refine and execute a Customer Success strategy aligned to global vision and regional objectives,
• Own risk identification, mitigation strategies, and forecasting for the EMEA CS function,
• Monitor customer health and key success metrics, providing clear reporting and insights to senior leadership,
• Partner closely with Customer Experience teams (Onboarding & Implementation, Support, Customer Operations) to create a seamless end-to-end customer journey.

£125k car bonus

REF 3334