Customer Success Director

Reporting directly to the CEO, this is a senior, hands-on Customer Success Director role owning the most strategic UK customer relationships end to end. The remit covers the full post-sale life cycle: co-authoring digital workplace roadmaps with client SLTs, running a regular QBR cadence with C-suite stakeholders, driving feature adoption, and collaborating with the sales and consulting teams to identify expansion and renewal opportunities.The successful candidate will be as comfortable demoing the product to a Head of Communications as co-authoring a digital workplace roadmap with a CIO, and will thrive in a methodical, ruthlessly organised team where 95% renewal YoY and 80% feature adoption across 80% of the customer''s organisation are the bar.Key responsibilitiesOwn and evolve a digital workplace roadmap with the senior leadership team of each named accountRun a quarterly QBR cadence with Head of Communications, Head of HR, Head of Marketing, Head of Operations, CIO and CEO contactsMonitor product telemetry at a regular cadence and initiate work to optimise utilisation through paid work, the consulting team or the customer success agentIdentify expansion opportunities and loop in the sales team to close new scopes of work and product opportunitiesSocialise product use and commercial value to senior stakeholdersManage all customer activity diligently in SalesforceStay on top of Microsoft 365 and internal product roadmap, and translate new features into adoption ..... full job details .....