Director Of Customer Success (AI)

TL;DR

Director of Customer Success (AI): Building and leading a unified customer organization to own the full post-sale experience, redesigning the customer lifecycle to maximise adoption, retention, and expansion. Focus on scaling Account Management and Customer Support, establishing engagement models, and optimizing customer metrics like NRR, churn, and CSAT.

Location: Hybrid in London, UK (2-3 days in office)

Salary: £80,000–£100,000 base + bonus

Company

Working with a high-growth, AI-enabled platform that is redefining how consumers access expert advice with a thriving presence in both the UK and US.

What you will do

• Redesign the customer lifecycle to maximise adoption, retention, and expansion.
• Lead and scale Account Management and Customer Support across UK and US markets.
• Establish engagement models tailored to each customer segment.
• Act as senior escalation point for high-risk or strategic enterprise accounts.
• Own and optimise customer metrics including NRR, churn, and CSAT.

Requirements

• Proven experience leading post-sale functions across varied customer tiers.
• Track record in reshaping Account Management incentives and improving commercial outcomes.
• Strong leadership skills with experience managing managers and building team culture.
• Excellent communication and stakeholder influence across product, sales, and operations.
• Comfort owning performance data and implementing insight-led improvements.

Culture & Benefits

• Senior ownership role with direct impact on retention and revenue.
• Annual L&D and wellbeing allowances.
• Private medical insurance (with dependants included), life insurance + pension.
• Birthday off + generous annual leave for genuine work-life balance.
• Hybrid working from a vibrant HQ with regular social events.