Customer Success Director – Brokers

Role Overview

• Define and execute customer success strategies for complex Tier 1 accounts, driving systemic adoption improvements across portfolios
• Own executive relationships for top‑tier accounts alongside Sales; influencing strategic decisions and account direction
• Co‑own renewal forecasting and expansion pipelines, leading strategic account planning and growth initiatives
• Partner with Delivery & Operations to optimise workflows, drive improvements in STP % and reconciliation accuracy
• Act as a strategic advocate for customers, influencing product roadmap and prioritisation and leading customer councils or betas
• Lead change programs through designing best practice and driving adoption internally and externally
• Architect outcome‑driven customer lifecycle strategies and mentor Customer Success Managers to ensure consistent execution and business impact
• Lead multi‑stakeholder QBRs, delivering ROI playbacks and aligning strategic objectives across Product, Sales, Operations, and customer teams
• Shape renewal forecasting and expansion pipeline quality, influencing commercial strategy and revenue outcomes
• Navigate ambiguity to resolve complex, non‑standard issues, establishing clear guidance for others to proactively reduce repeat escalations
• Act as a player‑coach, leading cross‑functional initiatives and contributing to hiring and onboarding of new Customer Success Managers
• Develop strong vertical expertise, following industry insight and trends to guide customers and demonstrate contextual understanding

Requirements

• Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‑up environment
• Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders
• Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments
• Familiarity with risk management processes, compliance frameworks, and audit requirements in regulated financial environments
• Experience collaborating cross‑functionally with Sales, Product, and Operations to influence roadmap and deliver customer outcomes
• Proven ability to manage QBRs and co‑own account strategy, forecasting, and expansion pipelines with Sales colleagues
• Exposure to customer‑facing process design ensuring SLA adherence and compliance with client money rules and trust account management
• Established vertical expertise (e.g. insurance, payments, fintech, or adjacent regulated industries)

Benefits

• 25 days Holiday per year (increase by 1 day per year to 30 days max) + Bank Holidays
• Hybrid working arrangements
• Contributory pension scheme
• Enhanced Parental leave
• Cycle to Work Scheme
• Private Medical Insurance through Vitality
• Access to Oliva our Mental Health Therapy partners
• Discounted Gym membership
• Financial Coaching with Octopus Wealth
• 2 days of volunteering leave per year
• Sabbatical after 5 years’ service
• Life Assurance – MetLife (UK employees only).
• Ongoing Learning and Development to support you reach your career goals