Customer Success Director - UKI
Want to be a part of a company that’s making a difference?
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
🌍 Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
💡 Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
📈 Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About the Role
We're seeking an experienced Customer Success Director to lead our Mid-Market, UK and Rest of World Customer Success team and drive a strategic transformation in how we deliver value to our 2,000 customers across this territory. This is a pivotal leadership role where you'll guide a team of 8 Customer Success Managers while partnering closely with cross-functional teams to deliver exceptional customer experiences and drive revenue growth and retention.
Key Responsibilities:
Revenue & Growth Management
Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics across the territory
Build and execute customer experience across the range of customers in alignment with global strategy.
Growth Initiatives: Support the team executing account planning and expansion motions as part of joint accounts teams in partnership with Sales and other go to market teams.
Create playbooks and processes to scale customer success motions effectively
Drive customer advocacy programs and reference development
Manage escalations and ensure swift resolution of complex customer issues
Cross Functional Collaboration
Work closely with Product, Engineering, and Marketing teams to advocate for customer needs and drive product adoption
Collaborate with Support and Professional Services to ensure seamless customer experience delivery
Partner with Sales leadership on account strategy and customer lifecycle management
Provide customer insights to inform product roadmap and go-to-market strategies
Support integrating Acquired company customers and resources, were required.
Team Leadership & Development
Lead, mentor, and develop a high-performing team of 8 Customer Success Managers across the territory
Drive hiring strategy and execute recruitment for key CS positions to support growth
Implement coaching frameworks and development programs to elevate team performance
Foster a culture of customer-centricity and continuous improvement
Conduct regular 1:1s, performance reviews, and career development planning
Operational Excellence
Establish KPIs, metrics, and reporting frameworks to measure team and customer success
Drive process optimization and implement best practices across the team
Ensure effective use of customer success technology stack and tools
Lead change management initiatives as we evolve our customer success approach
What we're looking for:
7+ years in customer success, account management, or similar customer-facing roles
3+ years of people management experience, preferably leading teams of 5-10 people
Proven track record of driving revenue retention and expansion in B2B SaaS environment
Experience working with enterprise and mid-market customer segments – SMB experience is also preferable
Strong background in cross-functional collaboration and stakeholder management
Experience with customer success platforms (Planhat or similar) and SFDC/Hubspot systems
Key Skills & Attributes
Exceptional Leadership: Strong coaching and hiring skills with experience building high-performing teams
Results-Driven: Proven ability to deliver against GRR/NRR targets and drive measurable business outcomes
Strategic Thinking: Ability to develop and execute customer success strategies that align with business objectives
Change Management: Experience leading teams through strategic shifts and process improvements
Customer Focus: Deep empathy for customer needs and commitment to delivering exceptional experiences
Analytical Mindset: Comfortable with data analysis and using insights to drive decisions
Our Benefits:
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
🌴 Generous Paid Time Off
🍼 Extended Parental Leave
❤️🩹 Robust Health Coverage
💡 Accelerated Learning Paths
🧘♂️Team Wellness Initiatives
📆 Company-wide Events
🌎 Employee Resource Groups
⭐️ Recognition awards
EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
#LI-Hybrid
- Department
- Revenue
- Locations
- London, United Kingdom
- Remote status
- Hybrid
About EcoOnline
At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.
As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.
Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
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