Full job descriptionReporting 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
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
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