Director of Customer Success

Director of Customer Success Application Deadline: 1 November 2026

Department: Commercial

Employment Type: Full Time

Location: London

Reporting To: Kit Potter

Description 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.

Key Responsibilities 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.

Skills, Knowledge and Expertise Core Experience

• Significant experience leading Customer Success, Account Management, or Customer Experience teams.
• Proven track record of improving customer retention, adoption, and customer outcomes.
• Experience within SaaS, subscription, legal technology, information services, or B2B technology businesses.
• Experience managing enterprise and mid-market customer portfolios.
• Strong understanding of customer lifecycle management and value realisation frameworks.

Leadership Capability

• Demonstrated ability to lead, coach, and develop high-performing teams.
• Strong people leadership and performance management skills.
• Ability to drive change and embed new ways of working.

Commercial Acumen

• Strong understanding of retention, renewal, and expansion strategies.
• Experience influencing commercial outcomes through customer engagement.
• Ability to balance customer advocacy with commercial objectives.

Technical & Data Fluency

• Extensive experience using Customer Success platforms and CRMs systems.
• Experience leveraging automation, digital engagement, and customer lifecycle technologies.
• Ability to use customer data and insights to inform business decisions.
• Strong analytical and problem-solving capabilities.

Stakeholder Engagement

• Excellent communication and influencing skills.
• Experience working with senior executives and cross-functional leadership teams.
• Strong stakeholder management and collaboration skills.

This is a unique opportunity to play a leading role in shaping the future of Customer Success within a business that is investing heavily in customer excellence, technology, and innovation. Reporting directly to the Chief Customer Officer, you will have the chance to build and scale a best-in-class Customer Success organisation, influence strategy, and drive measurable impact across customer retention, adoption, engagement, and growth.

You will lead the evolution of modern Customer Success practices, helping define new operating models, customer journeys, and engagement frameworks while leveraging innovative technologies such as ChurnZero, automation, AI-driven insights, and digital customer engagement programmes. The role offers significant visibility across the organisation, partnering closely with Product, Sales, Marketing, Support, and senior leadership to shape the customer experience and influence business strategy.

For ambitious Customer Success leaders, this role provides the opportunity to leave a lasting mark by developing high-performing teams, embedding new ways of working, driving customer-centred transformation, and helping establish Centellic as a recognised leader in customer excellence.

About Centellic Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.

Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.

At Centellic, we're a global intelligence and information services business, setting the standard for how critical business decisions are made.

Why Centellic? At Centellic, we help our clients make better decisions . click apply for full job details