Retail Insight
Customer Success Director
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Retail Insight: Helping retailers act on what matters
We are on the lookout for a dynamic Customer Success Director to lead our EMEA customer base and team.
You’ll be the person making sure our clients are genuinely seeing value from what we do - not just using the platform, but loving it, growing with it, and sticking around long term.
It’s a mix of strategy + people + clients. You’ll be setting the direction, building a high-performing team, and acting as a trusted partner to some of our biggest customers.
What you’ll be doing
- Acting as our biggest advocate and go-to person across our EMEA client base.
- Owning retention, growth, and customer health across the region.
- Building strong relationships with senior stakeholders (think Director / VP / C-suite).
- Spotting opportunities to grow accounts and working closely with Sales on expansion.
- Shaping how we do customer success. Things like processes, lifecycle, how we engage clients, etc.
- Keeping a close eye on the data (NPS, churn, adoption, etc.) and using it to improve things.
Who you are
- You’ve worked with enterprise-level Customer Success teams before (ideally at Director level or close to it).
- You know how to balance customer experience with commercial impact.
- You’re hands-on when needed but equally strong at setting direction.
- You actually enjoy building teams and helping people level up.
- Previous work in SaaS, retail, or data/analytics.
- Fluency in multiple languages is a big hit for us.
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Why this role is exciting
- You’ll have real ownership of EMEA Customer Success.
- Exposure to senior leadership and helping shape strategy.
- You’ll be joining at a point where there’s loads of opportunity to build and improve things.
- And you’ll be working with some seriously interesting retail clients.
If you like the idea of owning relationships, building teams, and making a real impact on how customers experience a product — this one’s for you.
Some of our extras...
- Flexible Working – Enjoy a hybrid work model (typically 2 days in the office) with flexibility based on business needs, plus a work-from-anywhere policy to give you freedom to explore.
- Time Off – 25 days annual leave (+ bank holidays), increasing with length of service, plus an extra day off for your birthday! We also operate summer hours so you can make the most of the sunshine.
- Learning & Development – Access a vast range of courses through our learning platform and benefit from structured career progression plans to support your growth.
- Health & Wellbeing – Private Medical Insurance, a healthcare cash plan, and mental health support via Help@Hand. Plus, we’ll ensure you have a safe and productive home setup with a workspace assessment.
- Giving Back – Take paid volunteer days to support your local community, donate to your chosen charity through salary sacrifice (we’ll match it!), and make a difference with Give as You Earn.
- Extra Perks – A car purchase scheme to make buying a new car easier, plus access to additional benefits through our online platform, including gym discounts.
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Be your authentic self - Retail Insight is committed to promoting equal opportunities in employment. All employees and any job applicants will receive equal treatment. We actively seek to create an environment where everyone feels respected, supported, and encouraged to contribute their best work.
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