Director of Scaled Customer Success (Global)

Join our team as the Director of Scaled Customer Success (Global). In this role, you will provide strategic guidance and leadership for our global Scaled Customer Success organization, supporting a large customer base through repeatable and efficient engagement models. You will design and execute customer success strategies, optimize AI- and automation-enabled workflows, and drive operational excellence. You will also partner closely with various departments to align on customer lifecycle strategy and represent the customer perspective internally. This is a hybrid role with flexible working hours and extensive benefits.

• Fournir des conseils stratégiques et un leadership pour l'organisation mondiale de la réussite client évoluée, en soutenant une large base de clients.
• Concevoir et exécuter des stratégies de réussite client qui favorisent l'adoption, la confiance dans le renouvellement et l'expansion.
• Posséder l'optimisation et l'évolution des flux de travail de la réussite client, y compris l'intégration et le soutien à l'adoption.
• Demonstrated success driving strong GRR and NRR outcomes in the growth segment (high volume of customers leveraging scale and automation focused playbooks)
• Proven ability to operate at both a strategic and hands-on level, including stepping into customer or team situations when needed
• 10+ years in Customer Success, Account Management, or a similar customer-facing leadership role within B2B SaaS
• Collaborative leader who builds trust, challenges constructively, and develops high-performing teams
• Clear, confident communicator with experience engaging senior internal stakeholders
• Experience building and evolving CS operating models, including the use of automation and technology to support growth and efficiency
• You’re comfortable with a hybrid work model, spending two days per week in our London office
• Experience leading a scaled book of business of $20M+ ARR, with exposure to $35–50M+ environments preferred
• Strong decision-making skills grounded in customer data, product signals, and commercial insight
• 5+ years managing teams and leading globally distributed organizations
• Experience in Martech is a plus
• We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply