Director of Customer Success

About the role

Euromonitor International, a market research and consumer insights business, is looking for a strategic, commercially minded Director of Customer Success to build and lead its global Customer Success function. The role defines the vision, operating model and future direction of Customer Success across a global business, working closely with Account Management, Sales, Product and Marketing. It is open to candidates based in London or Dubai.

Key responsibilities

• Build and scale a global Customer Success function: define the strategy, operating model and ways of working, set up customer segmentation, coverage models and engagement approaches, and create scalable governance and best practices.
• Drive adoption and value realisation: own the post-sale journey, create consistent onboarding programmes, develop customer success planning processes and build education and engagement programmes.
• Strengthen health and retention: implement a global customer health framework, build proactive risk identification and intervention models, use customer insights to find churn drivers and support renewals.
• Partner for growth: embed commercial thinking, create repeatable processes for expansion, cross-sell and upsell, and measure Customer Success's contribution to account growth.
• Lead, coach and develop a global team: build an international organisation, develop capability in consultative engagement, commercial acumen and data literacy, and set career pathways and performance standards.

Required profile

• Experienced Customer Success leader who has built, transformed or scaled global customer-facing functions in subscription or recurring revenue businesses.
• Significant leadership experience in Customer Success, Customer Experience or post-sales organisations.
• Experience in SaaS, subscription, data, information services, technology or recurring revenue environments.
• Track record of improving onboarding, adoption, engagement, retention and customer outcomes.
• Experience designing customer segmentation, customer journeys and scalable operating models.
• Proven success leading geographically distributed teams and influencing senior leaders across Commercial, Product and Sales.

Required skills

• Knowledge of customer health, behavioural and usage data to drive decisions.
• Strong commercial awareness of the link between customer success, retention and growth.
• Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled engagement tools.

What we offer

• Competitive salary, enhanced healthcare and pensions, and generous holiday allowances.
• Hybrid working and, in many offices, a Core Hours policy.
• Extensive training and development, with most managers and directors promoted from within.
• Volunteering days, CSR programme and staff donations to charity.