Customer Success Director - UKI

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

🌍 Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

💡 Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

📈 Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

We're seeking an experienced Customer Success Director to lead our Mid-Market, UK and Rest of World Customer Success team and drive a strategic transformation in how we deliver value to our 2,000 customers across this territory. This is a pivotal leadership role where you'll guide a team of 8 Customer Success Managers while partnering closely with cross-functional teams to deliver exceptional customer experiences and drive revenue growth and retention.

Key Responsibilities:

Revenue & Growth Management

• Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics across the territory

• Build and execute customer experience across the range of customers in alignment with global strategy.

• Growth Initiatives: Support the team executing account planning and expansion motions as part of joint accounts teams in partnership with Sales and other go to market teams.

• Create playbooks and processes to scale customer success motions effectively

• Drive customer advocacy programs and reference development

• Manage escalations and ensure swift resolution of complex customer issues

Cross Functional Collaboration

• Work closely with Product, Engineering, and Marketing teams to advocate for customer needs and drive product adoption

• Collaborate with Support and Professional Services to ensure seamless customer experience delivery

• Partner with Sales leadership on account strategy and customer lifecycle management

• Provide customer insights to inform product roadmap and go-to-market strategies

• Support integrating Acquired company customers and resources, were required.

Team Leadership & Development

• Lead, mentor, and develop a high-performing team of 8 Customer Success Managers across the territory

• Drive hiring strategy and execute recruitment for key CS positions to support growth

• Implement coaching frameworks and development programs to elevate team performance

• Foster a culture of customer-centricity and continuous improvement

• Conduct regular 1:1s, performance reviews, and career development planning

Operational Excellence

• Establish KPIs, metrics, and reporting frameworks to measure team and customer success

• Drive process optimization and implement best practices across the team

• Ensure effective use of customer success technology stack and tools

• Lead change management initiatives as we evolve our customer success approach

What we're looking for:

• 7+ years in customer success, account management, or similar customer-facing roles

• 3+ years of people management experience, preferably leading teams of 5-10 people

• Proven track record of driving revenue retention and expansion in B2B SaaS environment

• Experience working with enterprise and mid-market customer segments – SMB experience is also preferable

• Strong background in cross-functional collaboration and stakeholder management

• Experience with customer success platforms ( Planhat or similar) and SFDC/ Hubspot systems

Key Skills & Attributes

• Exceptional Leadership: Strong coaching and hiring skills with experience building high-performing teams

• Results-Driven: Proven ability to deliver against GRR/NRR targets and drive measurable business outcomes

• Strategic Thinking: Ability to develop and execute customer success strategies that align with business objectives

• Change Management: Experience leading teams through strategic shifts and process improvements

• Customer Focus: Deep empathy for customer needs and commitment to delivering exceptional experiences

• Analytical Mindset: Comfortable with data analysis and using insights to drive decisions

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• 🌴 Generous Paid Time Off

• 🍼 Extended Parental Leave

• ❤️‍🩹 Robust Health Coverage

• 💡 Accelerated Learning Paths

• 🧘‍♂️Team Wellness Initiatives

• 📆 Company-wide Events

• 🌎 Employee Resource Groups

• ⭐️ Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

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