Robert Walters
Customer Success Director
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Reporting directly to the CEO, this is a senior, hands-on Customer Success Director role owning the most strategic UK customer relationships end to end. The remit covers the full post-sale lifecycle: co-authoring digital workplace roadmaps with client SLTs, running a regular QBR cadence with C-suite stakeholders, driving feature adoption, and collaborating with the sales and consulting teams to identify expansion and renewal opportunities.
The successful candidate will be as comfortable demoing the product to a Head of Communications as co-authoring a digital workplace roadmap with a CIO, and will thrive in a methodical, ruthlessly organised team where 95% renewal YoY and 80% feature adoption across 80% of the customer's organisation are the bar.
Key responsibilities
- Own and evolve a digital workplace roadmap with the senior leadership team of each named account
- Run a quarterly QBR cadence with Head of Communications, Head of HR, Head of Marketing, Head of Operations, CIO and CEO contacts
- Monitor product telemetry at a regular cadence and initiate work to optimise utilisation through paid work, the consulting team or the customer success agent
- Identify expansion opportunities and loop in the sales team to close new scopes of work and product opportunities
- Socialise product use and commercial value to senior stakeholders
- Manage all customer activity diligently in Salesforce
- Stay on top of Microsoft 365 and internal product roadmap, and translate new features into adoption opportunities for clients
- Develop more junior client success professionals
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Essential experience
- In-depth understanding of the full capabilities of SharePoint Modern, OneDrive, Microsoft Teams, Power Platform and Copilot
- 8 to 15 years in a customer-facing role (Customer Success, Client Services, or post-sale Account Director scope)
- Background at a Microsoft Systems Integrator or a third-party Microsoft 365 product vendor (direct Microsoft hires are not in scope for this search)
- Experience with private sector and FTSE250 clients
- Comfortable engaging C-suite stakeholders at decision-maker and influencer level
- Commercial mindset with a demonstrable track record of identifying renewal and expansion opportunities
- Comfortable demoing software and positioning solutions on business value rather than features
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Key performance indicators
- 80% feature utilisation across a minimum of 80% of the customer's organisation
- At a minimum, quarterly conversation with Head of Communications, Head of HR, Head of Marketing, CIO, Head of Operations and CEO contacts
- 100% QBR meeting execution
- 95% contract renewal year on year
What is on offer
- £120,000 base + £20,000 bonus on attainment of targets, plus package
- Hybrid working: London / M25, with regular in-person customer meetings
- Direct line into the CEO and real visibility at the top of the business
- Significant scope to shape an established yet evolving CS function inside a profitable founder-led ISV at an inflection point
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
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