Customer Success Director

Retail Insight

Customer Success Director focusing on EMEA customer base and team management. Advocating for clients while driving retention and growth with strategic influence.

Posted 6/14/2026full-timeSurrey • 🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

Acting as our biggest advocate and go to person across our EMEA client base.
Owning retention, growth and customer health across the region
Building strong relationships with senior stakeholders (think Director / VP / C-suite)
Spotting opportunities to grow accounts and working closely with Sales on expansion
Shaping how we do customer success. Things like processes, lifecycle, how we engage clients etc
Keeping a close eye on the data (NPS, churn, adoption etc.) and using it to improve things

Requirements

What you’ll need

You’ve worked with enterprise level Customer Success teams before (ideally at Director level or close to it)
You know how to balance customer experience with commercial impact
You’re hands-on when needed but equally strong at setting direction
You actually enjoy building teams and helping people level up
Previous work in SaaS, retail or data/analytics
Fluency in multiple languages is a big hit for us

Benefits

Comp & perks

Flexible Working – Enjoy a hybrid work model (typically 2 days in the office) with flexibility based on business needs, plus a work from anywhere policy to give you freedom to explore.
Time Off – 25 days annual leave (+ bank holidays), increasing with length of service, plus an extra day off for your birthday! We also operate summer hours so you can make the most of the sunshine.
Learning & Development – Access a vast range of courses through our learning platform and benefit from structured career progression plans to support your growth.
Health & Wellbeing – Private Medical Insurance, a healthcare cash plan, and mental health support via Help@Hand. Plus, we’ll ensure you have a safe and productive home setup with a workspace assessment.
Giving Back – Take paid volunteer days to support your local community, donate to your chosen charity through salary sacrifice (we’ll match it!), and make a difference with Give as You Earn.
Extra Perks – A car purchase scheme to make buying a new car easier, plus access to additional benefits through our online platform, including gym discounts.
Plus much more!

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Applicant Tracking System Keywords

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Soft Skills

customer advocacyrelationship buildingstakeholder managementaccount growthcustomer success strategyteam buildingdirection settingdata analysiscustomer experience managementcommercial impact balancing