Director of UK Customer Success & Adoption

Trustpilot, Inc.; Greater London; Hybrid; GBP 75,000 - GBP 110,000; Full time

Job summary

A leading review platform company in Greater London is seeking a Director of Customer Success. This role involves leading the UK Customer Success team, focusing on onboarding, retention, and advocacy. The ideal candidate has a strong SaaS background, proven leadership skills, and a track record of driving customer satisfaction and loyalty through innovative strategies. Competitive compensation package and hybrid work environment offered.

Benefits

Hybrid work set-up

Competitive base salary with commission

25 days holiday, increasing with tenure

Paid volunteering days

Learning and development opportunities

Health cash plan and insurance

Mental health support through Headspace

Paid parental leave

Employee discounts and financial advice

Central office location with amenities

Company events and team socials

Qualifications

• Demonstrated success in leading Customer Success initiatives in technology environments.
• Track record of improving GRR and NPS through effective team leadership.
• Strong analytical skills, able to interpret and act on complex data.

Responsibilities

• Lead teams for exceptional onboarding and client retention.
• Achieve high business adoption and renewal rates.
• Drive improvements in NPS through customer engagement.
• Ensure operational excellence in customer success processes.
• Collaborate with departments to align on customer strategies.
• Develop capabilities within customer success teams.
• Utilize customer data to identify improvement opportunities.
• Continuously enhance customer success frameworks.

Skills

SaaS Leadership

Proven Track Record

Methodology Mastery

Influence & Connection

Strategic Data Literacy

Multi-Market Experience

Trust Mindset

Passion for Improvement

Job description

A leading review platform company in Greater London is seeking a Director of Customer Success. This role involves leading the UK Customer Success team, focusing on onboarding, retention, and advocacy. The ideal candidate has a strong SaaS background, proven leadership skills, and a track record of driving customer satisfaction and loyalty through innovative strategies. Competitive compensation package and hybrid work environment offered.