Director of Customer Support
Maximus
Head of Customer Success
Smartwage Società Benefit
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Own the Customer Success department and the company’s overarching software and service strategy
- Focus on client retention/loyalty and upselling
- Own and gather proactive client feedback
- Partner with marketing and sales on business development
- Department growth (hiring/managing team) for profitability
- Work with product on iteration and roadmapping via client feedback
- Manage a team of 10 across 3 verticals (Gaming, Music, Consumer brands) and 2 distinctions (Account Management and Community Management)
- Build and develop the team both within CS and working with Product for further SaaS solution positioning
Requirements
- 8–12 years of experience in Account Management, Customer Success, or a related client-facing role
- At least 3–5 years in a leadership position, managing teams and owning department-level targets
- Proven track record of retaining and growing enterprise accounts, ideally in SaaS, community management, or adjacent industries (media, sports, gaming, entertainment)
- Understanding of how to balance retention, upsell, and product adoption strategies
- Background in SaaS business models, subscription growth, and enterprise client engagement
- Familiarity with community-led growth or customer engagement platforms (Discord, Telegram, Slack, etc.) would be a strong plus
- Must be a resident of United Kingdom
- Workday must overlap by at least 8 hours with London, UK
