Director of Customer Success

Sastra Group is working with a software development start-up that specializes in a compliance traceability solution.

One of their key hires is a Director of Customer Success. The Director of Customer Success will be responsible for driving customer satisfaction, retention, and growth by leading our customer success strategy and team. This role requires a strategic thinker with a proven track record in customer success within the software development and marketing technology sectors.

This position is Hybrid and requires you to be able to commute to London one or two days a week.

Key Responsibilities:

• Develop and implement a comprehensive customer success strategy that aligns with the company’s overall business objectives.
• Lead, mentor, and grow the customer success team to deliver exceptional service and support to our clients.
• Drive customer retention and expansion by ensuring customers realize the full value of our products and services.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and drive continuous improvement.
• Collaborate with cross-functional teams, including sales, marketing, product development, and support, to ensure a seamless customer experience.

Key Requirements:

• Built and led a Customer Success team at a Software Development vendor.
• Has a proven track record of improving NPS and Retention.
• Start-up experience is preferred but not mandatory.
• 5+ years experience managing CSMs.

Benefits:

• Competitive salary and equity.
• Generous paid time off and holiday schedule.
• Professional development opportunities.
• Collaborative and inclusive company culture.

If this sounds like you then reach out to find out more!