Director of Customer Success UKI

Director of Customer Success is the person that oversees the middle ground between customer success and business development. They manage the customer success team in a way that combines the customers' goals with the business's goals to form a cohesive, data-led, and customer-informed process.

The Director of Customer Success is the one responsible for the Customer Success team structure: they will inherit an already successful Customer Success team across the UKI region with the opportunity to build/expand the team further in the near future, create and have the final say on internal processes, and lead the team towards driving value for customers.

In many cases, a Director of Customer Success will have a hands-on approach, keeping a close relationship with the most noteworthy accounts. Apart from traditional Customer Success tactics such as upselling, they also frequently attempt to turn Customer Success relationships into business partnerships that can drive value for both the customer and the company.

Your role in our future

Reporting directly into the COO of Quadient, this role is responsible for:

• Leading the customer success team, from developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.


• Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.


• Capturing insight from customers to support internal use cases


• Customer satisfaction and customer retention


• Managing and communication


• New product releases/new updates to current solutions alongside internal teams - major updates or upgrades to existing solutions


• Minimizing churn rates for all solutions


• Managing all maintenance and SAAS renewals across all solutions


• With a clear focus on net renewal rates with the objective of growing revenue year on year


• Ops reviews and presentations


• Ensuring customer segmentation is accurate and updated


• Cross selling other Quadient solutions through the CSM channel.


• Upselling customers with new services


• Driving and monitoring Volume / Usage


• Liaising and working with internal departments to achieve the above objectives or responsibilities


• Managing any service changes or pricing increases to ensure customers remain engaged


• Onboarding responsibility for Impress Distribute & Bean Works
  
  Minimum of 5 years of experience working as a Customer Success Leader, leading a customer success team with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position).


• They will ideally have experience as a Customer Success Leader/Director overseeing circa 6 countries but we are open to experience only within UK.


• An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage. Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education.


• Deep understanding of software businesses, with knowledge of both the subscription and renewal models. In some cases, however, CS departments also exist for non-software products and services.


• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.


• Business development knowledge and, ideally, experience growing a business.


• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.


• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.


• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
  
  Quadient is a global leader in customer communication solutions. With over 100 years' of experience and still going strong, we aim to be the driving force behind the world's most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career - and help our future-focused team lead the way.
  
  Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.


Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we all are. We're a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture which embraces difference and values every voice.