Customer Success Director

Nurtur Ltd.; Derby; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading SaaS company is looking for a Customer Success Director to lead customer-facing functions and drive client satisfaction. You will manage Key Accounts and Customer Success teams, implementing strategies to enhance client engagement. Ideal candidates have a proven record in customer success leadership within SaaS, particularly in MarTech or PropTech, and possess excellent communication skills. The role offers a competitive salary with hybrid working options.

Benefits

Competitive salary (£65,000 – £85,000) + OTE up to £100,000

Hybrid working (3 days in office / 1 day remote)

Opportunity to lead customer-facing strategy

Qualifications

• Proven track record in a senior customer success leadership role within SaaS, ideally in MarTech or PropTech.
• Strong understanding of digital marketing principles, automation platforms, and CRM solutions.
• Demonstrated ability to manage senior stakeholders and build relationships with enterprise-level clients.

Responsibilities

• Lead the Heads of Customer Success and Onboarding, providing strategic direction.
• Define and execute customer success strategies enhancing adoption and satisfaction.
• Drive measurable improvements in client ROI through proactive engagement.

Skills

Proven track record in senior customer success leadership

Strong understanding of digital marketing principles

Experience leading multi-disciplinary teams

Excellent communication and interpersonal skills

Job description

Overview

Nurtur Ltd is a leader in MarTech and PropTech solutions, delivering SaaS products and digital marketing services that help businesses grow through smarter customer engagement and data-driven marketing strategies. Our platform enables clients to connect with their audiences through CRM, automated campaigns, lead generation, reputation management, and multi-channel communication tools. With innovation at our core, we support industries such as estate agency, mortgage broking, and wider service-led businesses in maximising their digital marketing performance. Learn more at nurtur.tech.

The Role

The Role We are seeking a highly experienced and strategic Customer Success Director to lead our customer-facing functions. This role will oversee Key Accounts, Customer Success, and Onboarding, ensuring our clients realise maximum value from Nurtur’s solutions. You will be instrumental in driving customer adoption, retention, and advocacy, working closely with the executive team to shape the customer journey and deliver measurable business outcomes.

This is a senior leadership role with responsibility for building and mentoring a high-performing team, while directly influencing Nurtur’s continued growth and client satisfaction.

Key Responsibilities

• Lead the Heads of Customer Success and Onboarding, as well as the Key Accounts team, providing strategic direction, coaching, and support.
• Define and execute customer success strategies that enhance adoption, retention, and satisfaction.
• Serve as a senior point of escalation for high-value clients, ensuring swift and effective resolution of issues.
• Drive measurable improvements in client ROI through proactive engagement, account planning, and success reviews.
• Foster long-term partnerships with clients, acting as a trusted advisor in digital marketing strategy and SaaS adoption.
• Collaborate with Sales and Product teams to identify upsell and cross-sell opportunities, contributing to revenue growth.
• Implement scalable onboarding frameworks that accelerate time-to-value for new clients.
• Define and monitor KPIs for customer success and onboarding, reporting progress to the executive team.
• Ensure seamless alignment across customer-facing teams to deliver a consistent and exceptional client experience.
• Champion the voice of the customer internally, feeding insights into product development and service innovation.
• Develop case studies, references, and success stories to showcase customer value.

The Ideal Candidate

• Proven track record in a senior customer success leadership role within SaaS, ideally in MarTech, PropTech, or Digital Marketing technology.
• Strong understanding of digital marketing principles, automation platforms, and CRM solutions.
• Demonstrated ability to manage senior stakeholders and build relationships with enterprise-level clients.
• Experience leading multi-disciplinary teams across onboarding, customer success, and account management.
• Commercially astute with experience managing revenue growth through retention and expansion.
• Strategic thinker with hands-on leadership style and strong operational management skills.
• Excellent communication and interpersonal skills with the ability to inspire both clients and internal teams.

What We Offer

• Competitive salary (£65,000 – £85,000) + OTE up to £100,000.
• Hybrid working (3 days in office / 1 day remote).
• Opportunity to lead customer-facing strategy at a growing SaaS company.
• Collaborative and innovative culture with a focus on continuous development.
• Chance to make a tangible impact on both client success and Nurtur’s growth trajectory.

How to Apply

If you have the experience, leadership, and passion to drive customer success in a fast-growing SaaS environment, we’d love to hear from you. Please submit your CV and a cover letter detailing your relevant experience.