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🎯 Client Success Director – HRTech | Hybrid – South West London (3 days)
We’re partnering with a growing HRTech business—recently PE-backed and undergoing transformation—to hire a Client Success Director. This is a unique opportunity to build and shape a high-impact CS function at a critical moment in its growth journey.
You’ll lead a small but capable team, refine the playbook, and partner closely with Sales, Product, and Enablement to drive real client outcomes. Perfect for someone with a low ego, high ownership mindset, and a bias toward building from scratch.
🌟 The Opportunity:
- Take ownership of Client Success strategy in a fast-scaling, PE-backed environment.
- Lead a team of 4 (growing to 5) supporting both direct clients and partners/resellers
- Position the team as true business partners, not reactive support
- Influence product and go-to-market direction with client insights
- Drive a shift from legacy delivery to a per-seat, license-led model
- Be a visible cross-functional leader during a key leadership transition
👣 What You’ll Be Doing:
- Build and scale success plans that demonstrate ROI and product value
- Implement scalable CS processes and metrics (NPS, usage, churn)
- Use data and insights to manage client health and identify risks/opportunities
- Partner with Sales, Enablement, and Product to support client engagement and strategy
- Coach and support a team with 5–10 years’ experience, including direct and indirect client leads
- Focus on stakeholder mapping, webinars, and strategic client education
💼 You Should Apply If You Have:
- 8+ years of experience in Client Success, Account Management, or B2B Service roles
- Track record building structure and process from the ground up
- Strong coaching and leadership skills, comfortable being hands-on
- Experience leading hybrid teams across direct clients and reseller/partner models
- Commercially-minded: understands how to create value for clients and the business
- Data-savvy, comfortable with CRM tools (ideally HubSpot) and NPS workflows
- Background in HRTech or talent assessment is a huge plus—but not essential
- Operate with low ego, high EQ, and thrive in environments with light existing infrastructure
