Customer Success Director

🕒 September 15

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 18%

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EDITED

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛒 Retail

☁️ SaaS

💰 $29M Venture Round on 2020-04

Retail • SaaS

EDITED is a software development company that specializes in retail analytics and automation. Their AI-driven solutions empower buyers, planners, merchandisers, and marketers to optimize product assortment, pricing strategies, and competitive analysis, ultimately aimed at enhancing profitability in retail. By integrating business analytics with external market data, EDITED's products facilitate informed decision-making processes and expedite the transition from insights to actionable strategies.

📋 Description

• Lead the EMEA customer success strategy and team responsible for more than $10M in ARR • Report directly to the Global Head of Customer Success • Drive customer retention, satisfaction and expansion across the SaaS customer base • Build a world-class customer success organization across the EDITED platform journey • Own GRR and NRR targets across the EMEA portfolio • Directly manage Account Managers and Retail Strategists • Manage team development to support retention and expansion goals • Partner with the Director of Customer Success, NA to ensure a consistent customer experience • Own churn-risk indicators including platform data quality/adoption, KPI attainment, executive sponsor engagement and health scoring • Intervene early on at-risk accounts • Guide deal cycles to successful outcomes • Work with Retail Strategists to optimize customer working practices through EDITED solutions

🎯 Requirements

• Demonstrated history of success leading and scaling customer success organizations within B2B SaaS • Experience growing complex SaaS businesses • Experience creating and implementing a repeatable, scalable customer journey • Experience building and leading high-performing customer success teams • Experience fostering a data-driven culture and managing resources for efficiency and scalability • Ability to navigate complex organizational structures, influence cross-functional stakeholders and secure executive buy-in • Direct experience managing technical/delivery talent and commercially oriented account management talent under one team • Ability to build and defend a GRR/NRR forecast • Strong relationship-building skills with senior client stakeholders • At least 3 years of management experience actively coaching dynamic teams • Minimum 5 years of experience working within a B2B SaaS organization • Retail industry background or deep familiarity with retail/merchandising working practices and pain points required

🏖️ Benefits

• Flexible working options, including hybrid working, flexible hours and a work from anywhere policy • Enhanced parental leave policy • 25 days annual leave plus public holidays, with an extra day for every year at EDITED • Healthcare via SimplyHealth Cash Plan • Season Ticket Loan and Cycle to Work schemes • Access to an Employee Assistance Programme • Employee Referral Programme • Gifts for work anniversaries and big life events

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