Director, Customer Success

📋 Description Lead CS strategy for mid-market and upmarket with focus on retention and expansion. Manage multiple CS teams and frontline leaders with strong coaching culture. Build and scale operating model for mid-market and upmarket segments. Drive proactive risk management and health visibility to prevent churn. Partner with Sales on renewals and coordinated customer engagement. Own segment forecasts, risk reviews, and executive updates. 🎯 Requirements +10 years of CS leadership in SaaS, fintech, or tech with proven retention Strong people leadership and frontline manager development Experience managing mid-market or upmarket portfolios with prioritization across large accounts Commercial mindset linking customer outcomes to retention, expansion, and value Data-driven with metrics, forecasts, and portfolio insights for accountability Executive presence and strong internal/external communication 🎁 Benefits Your own Pleo card (no out-of-pocket spending) Lunch on us or lunch allowance based on office location Comprehensive private healthcare options (Vitality, Alan or Médis) 25 days of holiday plus public holidays Hybrid and fully remote working options Paid parental leave