Director - UK Customer Success

Summary Overview:

As a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy.

Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty.

Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success.

What you’ll be doing:

• Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences.


• Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team.


• Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence.


• Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking.


• Cross-Functional Collaboration: Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights.


• Team Development: Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement.


• Customer Insights & Reporting: Use customer health data and feedback to identify trends and improvement opportunities.


• Process Improvement: Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction. 

We are looking for people with:

• SaaS Leadership: You’ve successfully led Customer Success or post-sales functions in a fast-paced technology environment.


• A Proven Track Record: You have a history of driving high GRR and NPS through scalable processes and inspired team leadership.


• Methodology Mastery: You have a deep understanding of customer lifecycle management and the latest success methodologies.


• Influence & Connection: You’re a master communicator who can align diverse, cross-functional stakeholders around shared customer goals.


• Strategic Data Literacy: You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions.


• Multi-Market Experience: You’re an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography.


• Trust Mindset: You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance.


• A Passion for Improvement: You never settle. You’re innovative and constantly looking for ways to improve the customer journey.

We are:

• Our sales teams are highly collaborative. We’re a great place to work if you enjoy seeing your contributions recognised


• Our culture is dynamic, and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping


• Creative thinkers. We want our employees to be creative and always champion new ways of working

What’s in it for you:

• A hybrid work set-up (3 days in the office, 2 days remote)


• Competitive base salary with an uncapped commission structure + company bonus


• 25 days holiday per year, increasing to 28 days after 2 years of continuous employment


• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community


• Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist


• Pension and life insurance


• Health cash plan, online GP, 24/7, Employee Assistance Plan


• Full access to Headspace, a popular mindfulness app to promote positive mental health


• Paid parental leave


• Season ticket loan and a cycle-to-work scheme


• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for


• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials


• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more
  Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees)

Still not sure?

We want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

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