Client Services Director

We’re looking for a dynamic, strategic leader to shape and scale our clients Customer Success function — someone who’s passionate about building meaningful customer relationships, leading high-performing teams, and driving business growth through exceptional experiences.

This is a remote role with some travel to client sites needed as and when required, paying a salary up to £100k DOE.

Duties:

• Design and implement a forward-thinking customer success strategy that drives product adoption, reduces churn, and fuels customer satisfaction, loyalty, and expansion.
• Inspire and grow a team of Customer Success Managers and Client Executives. Foster a high-trust, collaborative environment built on empathy, accountability, and a shared commitment to delivering impactful customer experiences.
• Champion a culture of excellence, where team targets aren’t just met—they’re exceeded.
• Build and maintain senior-level relationships with key customers. Step in when necessary to support your team in navigating complex challenges and high-stakes opportunities
• Take responsibility for achieving team and company targets related to customer retention, renewal, and upselling.
• Lead regular customer reviews to assess satisfaction, identify opportunities, and drive action plans to improve customer experience and outcomes.

Experience:

• You’re a confident communicator who can build trust, resolve conflicts, and influence stakeholders at all levels.
• You approach decisions with data, insights, and a clear understanding of the bigger picture.
• You have a track record of leading high-performing teams — coaching, motivating, and holding individuals accountable to results.
• You know how to grow accounts by delivering value, spotting opportunities, and driving strategic conversations that lead to expansion.
• Senior-level experience in Customer Success, Account Management, or a similar role — ideally in a fast-paced CX or SaaS company and or BPO
• Deep knowledge of customer experience platforms, especially Zendesk or Amazon Connect
• Experience implementing metrics-driven success programs and performance frameworks