Dojo
Director of Customer Success
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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
As a key member of our revenue leadership team, you'll report directly to the SVP of Sales and Customer Success. Your mission is to own the health, retention, and growth of our customer portfolio. This isn't just about managing accounts; you'll build the global engine that helps every merchant—from small businesses to global enterprises—get the most value from Dojo.
You'll be at the heart of the post-sales world, aligning Customer Success with Sales, Product, and Support to create a seamless customer journey and drive revenue. We're looking for a strategic, commercially-minded leader who builds high-performing teams, designs scalable processes, and champions our customers at the highest levels of the business.
What You Will Do...
- Customer Success Strategy: Design and deliver a scalable CS strategy that provides high-touch, white-glove service for strategic accounts and an efficient model for our higher-volume segments.
- Lead a Multi-Disciplinary Org: Guide a diverse team covering Account Management, Implementation, and Customer Engineering. You'll be responsible for hiring, developing, and managing performance to build a world-class department.
- Commercial Growth & Retention: Drive the strategy for renewals and find expansion opportunities within our customer base. You will own accurate forecasting and build playbooks that reduce churn.
- Executive Advocacy: Act as an executive sponsor for Dojo's most strategic customers, building lasting relationships with C-suite stakeholders.
- Operational Excellence: Architect our tech stack to create a single source of truth for customer health, enabling the team to be proactive, not reactive.
- Voice of the Customer: Provide a continuous feedback loop to our Product and Engineering teams, ensuring customer needs directly influence our roadmap.
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What You Will Bring...
- Strategic Leadership: Proven experience in a senior Customer Success, Account Management, or Sales leadership role, with a track record of managing other managers effectively.
- Scaled Operations: Experience managing diverse customer segments, with the ability to build both low-touch "Digital Success" models and high-touch "Strategic Success" frameworks.
- Commercial DNA: A deep understanding of the economics of a SaaS/Fintech business and a proven ability to drive growth in a revenue-focused environment.
- Methodology Mastery: Fluency in value-based frameworks like MEDDIC, BANT, or SPICED to ensure consistent account planning and discovery.
- Executive Presence: The confidence to command a room, whether in an internal board meeting or a high-stakes negotiation with a key client.
- Data Fluency: An obsession with performance metrics and the know-how to use CRM data to identify leading indicators of customer health and growth opportunities.
Dojo home and away
We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.
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That's why we have an office-first culture. This means working from the office 4+ days per week.
With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.
Question: what’s curious, relentless, and customer obsessed?
If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.
If The Following Speak To You, Let’s Talk
- You’re curious. You have a real desire to learn and create.
- You’re relentless. You keep going even when it’s easier not to.
- You’re customer-obsessed. You know how important customers are to what you do.
Diversity, equity, and inclusion at Dojo
From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.
And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.
Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.
If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.
To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.
Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.
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