Customer Success Director

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About the Role

Customer Success Director

Key Responsibilities

• Define and execute the Customer Success strategy across the Ireland market
• Lead and mentor Customer Success Managers and support teams to deliver exceptional service
• Own customer retention, renewal rates, and expansion opportunities
• Collaborate with Sales, Operations, and Product to align customer value with business goals
• Drive adoption of products through structured success planning and lifecycle management
• Oversee customer feedback programs and guide improvement actions
• Monitor account health metrics and develop executive-level reporting
• Champion customer advocacy, including testimonials and case studies
• Build scalable operational processes to improve efficiency and satisfaction outcomes

Requirements

• Bachelor’s or Master’s degree in Business, Communications, or related field
• 7–10+ years of experience in Customer Success, Account Management, or Client Services
• Proven leadership experience managing high-performing customer-facing teams
• Strong strategic planning, communication, and stakeholder management skills
• Experience owning KPIs such as retention, churn reduction, and net revenue expansion
• Comfortable presenting to senior executives and influencing decision-making
• Proficiency in CRM and CS platforms such as Salesforce, HubSpot, or Gainsight

Preferred Qualifications

• Background in SaaS, FinTech, or digital services environments
• Familiarity with Ireland / EU customer experience and compliance standards
• Change management and process improvement experience

What We Offer

• Competitive Ireland compensation package with performance-based bonuses
• Hybrid working flexibility (office + remote options)
• Leadership development programs and career progression opportunities
• A people-first culture with collaboration at its core
• Opportunity to influence global customer success strategy and innovation