Director - Customer Success & Service Excellence

Director – Customer Success & Service Excellence

Company: Confidential (Client: Leading Data Centre Developer)

Overview

Key Responsibilities

• Define and implement the Customer Success & Service Excellence strategy, operating model, and team structure across the organisation.
• Lead and manage a multi-disciplinary post-sales team including Customer Success Managers, Customer Service teams, and Technical Account Managers.
• Oversee the end-to-end customer lifecycle, including client onboarding, adoption, service continuity, retention, and renewal readiness.
• Develop structured onboarding programmes to ensure effective customer transition and rapid time-to-value following contract signature.
• Establish account health frameworks and service governance processes to proactively identify risks and manage customer relationships.
• Lead executive escalation management for complex or high-priority client issues, coordinating resolution across commercial, delivery, and operational teams.
• Partner closely with Strategic Accounts and Sales teams to support client retention and identify upsell or cross-sell opportunities within existing accounts.
• Develop and implement customer feedback mechanisms such as NPS, CSAT, and service reviews to capture voice-of-customer insights.
• Translate client feedback and service performance data into continuous improvement initiatives across commercial, product, and operational teams.
• Define and track customer success performance metrics, including retention indicators, account health, onboarding effectiveness, and customer satisfaction.
• Provide regular reporting and strategic insights to senior leadership on customer success performance, risks, and opportunities.
• Lead, mentor, and develop a high-performing customer success organisation, establishing clear KPIs, performance frameworks, and development pathways.

Requirements

• 10–15+ years of experience in customer success, client services, account management, or post-sales commercial leadership roles.
• Proven experience leading customer success or service organisations within B2B or enterprise environments.
• Strong experience managing multi-disciplinary teams across customer success, service delivery, and technical account management functions.
• Demonstrated track record in client retention, renewal support, escalation management, and customer lifecycle optimisation.
• Experience engaging with senior enterprise client stakeholders and managing complex service environments.
• Strong strategic thinking combined with operational leadership and service delivery management.
• Excellent communication, leadership, and stakeholder management capabilities.
• Experience within data centres, technology infrastructure, cloud, telecom, managed services, or similar enterprise technology sectors is highly desirable.
• Ability to operate in a fast-paced, cross-functional and client-facing environment.