Own and execute the strategic plan for your POD, including retention, expansion, value realisation, and long-term growth.
Lead all commercial discussions across your portfolio, including renewals, expansions, upsell motions, and contract negotiations.
Maintain accurate forecasting across renewal and expansion pipelines.
Identify and pursue growth opportunities, partnering closely with CSMs to execute account strategies.
Build and maintain senior stakeholder relationships to strengthen long-term partnership success.
Lead, coach, and develop Senior CSMs and CSMs within your POD.
Provide day-to-day guidance on customer strategy, planning, risk assessment, and commercial execution.
Ensure consistent execution of adoption, onboarding, value realisation, QBRs, and customer engagement motions across the POD.
Champion customer feedback internally and partner cross-functionally to resolve issues and improve customer experience.
Use data and insights to inform priorities, identify risks, highlight opportunities, and improve POD performance.

Proven experience in Client Success, Account Management, or customer-facing roles within SaaS or technology.
Demonstrated ownership of renewals, expansions, pricing conversations, and commercial negotiations.
Proven ability to motivate, coach, and develop a high-performing team.
Strong negotiation skills and demonstrated confidence owning commercial outcomes at senior levels.
Proven experience navigating complex customer environments with multiple stakeholders.
Demonstrated ability to diagnose risks, identify gaps, and implement improvements across customer portfolios.
Excellent communication and executive engagement skills, written and verbal.

OTE of £100k
£120k
A flexible holiday plan of up to 40 days per year
£400 a year Wellbeing Allowance
Private Medical Insurance
Allowance for professional development books, E-books, and podcasts
Contributory pension scheme
Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Client Success Director – Enterprise

Key skills