Director of Customer Success

We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role...

Reporting directly to the SVP of Sales and Customer Success, you will be a core member of the revenue leadership team. You are responsible for the health, retention, and growth of our existing portfolio of customers. This is a "Leader of Leaders" role; you aren't just managing accounts, you are building the global engine that ensures every merchant—from small businesses to global enterprises—realises maximum value from Dojo.

You will sit at the centre of the post-sales universe, aligning Customer Success with Sales, Product, and Support to help enable  a seamless customer lifecycle and drive revenue expansion. You are a strategic operator with a commercial mindset who can build high-performing teams, design scalable processes, and act as a senior advocate for our customers at the highest levels of the business.

What You’ll Do...

• Customer Success Strategy: Design and execute a scalable CS strategy that delivers high-touch, white-glove service for Strategic accounts and an efficient Scaled model for higher-volume segments.


• Lead a Multi-Disciplinary Org: Leadership of a broad team comprising Account Management,Implementation and Customer Engineering across numerous customer segments. You will be responsible for hiring, professional development, and performance management across the department to build a world-class team.


• Commercial Growth & Retention: Lead the strategy for renewals and identify expansion opportunities within the existing portfolio. You will be responsible for accurate forecasting and building the playbooks that mitigate churn.


• Executive Advocacy: Act as an executive sponsor and escalation point for Dojo's most strategic customers, building long-term relationships with C-suite stakeholders.


• Operational Excellence: Architect the tech stack  to create a "Single Source of Truth" for customer health, allowing the team to be proactive rather than reactive.


• Voice of the Customer: Provide a continuous feedback loop to the Product and Engineering teams, ensuring the roadmap is directly influenced by real-world customer needs.

What You’ll Bring...

• Strategic Leadership: 10+ years in Customer Success, Account Management, or Sales, with at least 5+ years in a senior leadership role (Director+) managing other managers.


• Scaled Operations: Experience managing diverse segments, including the ability to build "Digital Success" (high-volume, low-touch) models alongside "Strategic Success" (high-touch, low-volume) models.


• Commercial DNA: You thrive in a revenue-aligned environment. You  understand the economics of a SaaS/Fintech business model and have a proven track record of driving growth.


• Methodology Mastery: Fluency in qualification and value-based frameworks such as MEDDIC, BANT, or SPICED to ensure consistent account planning and discovery.


• Executive Presence: The ability to command a room, whether it’s an internal board meeting or a high-stakes renewal negotiation with a key client.


• Data Fluency: An obsession with performance metrics. You know how to use CRM data to identify leading indicators of customer health and opportunities for growth.