About this role
The Director of Customer Success is responsible for leading the Customer Success function for the Centellic product portfolios, driving customer value, retention, adoption, and engagement throughout the customer lifecycle. The role owns the strategy, execution, and performance of High and Mid Touch Customer Success, ensuring customers achieve measurable outcomes from their investment while contributing to the organisation's commercial objectives through improved Gross Revenue Retention (GRR), customer engagement, and expansion opportunities. As a key leader within the Customer Excellence organisation, the Director will build a high-performing team, drive adoption of ChurnZero as the primary Customer Success platform, and develop scalable customer journeys, digital and human-led engagement programmes, and best-practice operating models that enhance customer experience and business performance. The role works closely with Product, Sales, Retention, Marketing, Support, and Leadership teams to ensure customer needs are understood, customer value is realised, and opportunities for growth are maximised. The Director of Customer Success sits within the Customer Excellence function and report to the Chief Customer Officer. 1. Customer Success Strategy & Execution Execute the Global Customer Success strategy and ensure adoption across multiple Centellic products. Drive performance against key metrics including GRR, product adoption, customer engagement, retention, and customer health. Establish scalable engagement models across High and Mid touch customer segments. Align Customer Success objectives with broader business and commercial priorities. Develop annual operating plans and success initiatives that improve customer outcomes and business performance. 2. Customer Lifecycle Management Own the end-to-end customer journey from onboarding to pre-renewal. Ensure customers realise value quickly and effectively from their investment. Develop success plans and engagement strategies for High & Mid Touch accounts. Implement proactive risk identification and intervention programmes. Create structured customer engagement frameworks that increase customer maturity and product utilisation. 3. Customer Retention & Revenue Growth Lead initiatives to improve Gross Revenue Retention (GRR) and reduce churn. Partner with Retention and Sales teams to support successful renewals and expansion opportunities. Build and embed churn mitigation frameworks and customer risk management processes. Identify opportunities for upsell, cross-sell, and expanded product adoption. Use customer insights and usage data to improve retention outcomes and customer advocacy. 4. ChurnZero Adoption, Digital Engagement & Customer Innovation Act as the executive sponsor for ChurnZero across the Customer Success teams. Ensure ChurnZero is consistently adopted as the primary platform for customer engagement, success planning, health monitoring, lifecycle management, and activity tracking. Establish standards and accountability for customer activity logging, success plans, customer health, and engagement tracking within the platform. Drive ongoing improvement in platform utilisation, adoption, and data quality across the Customer Success organisation. Partner with Product, Marketing, Support, and Retention to deliver coordinated customer engagement initiatives. Measure and report on the effectiveness of digital engagement programmes and platform adoption. 5. Product Adoption & Customer Value Realisation Drive adoption of key features and functionality across the customer base. Ensure customers receive best-practice guidance, training, and enablement resources. Partner with Product teams to provide customer feedback and influence roadmap priorities. Identify opportunities to improve customer outcomes through enhanced product utilisation. Promote customer education programmes, webinars, digital learning resources, and customer communities. 6. Team Leadership & Development Lead, coach, and develop a high-performing Customer Success team. Establish clear objectives, accountability, and performance expectations. Drive a culture focused on customer outcomes, retention, adoption, and continuous improvement. Develop talent, succession plans, and career pathways within the Customer Success organisation. Foster collaboration across regions and functions to deliver a consistent customer experience. 7. Operational Excellence & Performance Management Establish operating rhythms including QBRs, customer health reviews, account planning and risk reviews. Develop scalable processes, playbooks, and customer engagement standards. Create data-driven reporting frameworks to measure performance and customer outcomes. Monitor portfolio performance and identify areas for improvement. Drive continuous improvement initiatives across people, processes, and technology. 8. Cross-Functional Leadership Partner with CE management team members on strategy development and execution. Partner with Sales on renewals, account growth, and customer planning. Partner with Product on customer feedback, roadmap prioritisation, and adoption initiatives. Partner with Marketing on advocacy programmes, customer communications, and engagement campaigns. Partner with Support to ensure a seamless and consistent customer experience. Act as a key stakeholder in customer-focused transformation and technology initiatives.