Senior Director, Customer Success

**This is a remote position for candidates located in the UK or Germany only**

The Senior Director of Customer Success (Brands) is accountable for customer retention, expansion, and advocacy across the Brands portfolio. This role owns the post‑sales customer lifecycle, ensuring customers achieve ongoing value, renew successfully, expand adoption, and actively advocate for Syndigo.

Success is measured primarily through Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Customer Advocacy.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Customer Retention & Growth (GRR / NRR)
  • Own and drive GRR and NRR across the Brands customer base.
  • Establish clear renewal readiness and risk management frameworks.
  • Proactively identify churn and downsell risks and lead mitigation plans.
  • Partner with Account Executives to drive and support renewals and expansion using customer health, adoption, and outcome insights.
• Customer Advocacy & Executive Relationships
  • Build and scale the customer advocacy programme, including references, case studies, executive sponsorship, and event participation.
  • Develop and maintain senior‑level relationships with key customer stakeholders.
  • Act as an executive sponsor for strategic accounts where appropriate.
  • Represent the customer voice internally to influence priorities and decisions.
• Customer Adoption & Value Realisation
  • Ensure strong post‑go‑live adoption, engagement, and value realisation across accounts.
  • Oversee customer success motions including success plans, health scoring, QBRs, and executive reviews.
  • Drive consistency and quality in customer engagement models while allowing flexibility for strategic customers.
• Customer Success Leadership
  • Lead, coach, and develop Customer Success Managers.
  • Define clear goals, responsibilities, and KPIs aligned to retention, growth, and advocacy.
  • Build a high‑performance CS culture with strong accountability and commercial awareness.
  • Hire, retain, and develop top Customer Success talent.
• Cross‑functional Partnership
  • Partner closely with Sales, Product, and Support to ensure a seamless customer experience.
  • Provide structured feedback to Product based on customer insights, adoption trends, and strategic needs.
  • Act as a senior escalation point for high‑impact customer situations.
• Measurement & Reporting
  • Deliver executive‑level reporting on:
    • Retention and expansion performance
    • Account health and risk
    • Adoption and usage trends
    • Customer advocacy pipeline
  • Ensure Customer Success metrics are commercially relevant, actionable, and outcome‑focused.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Bachelor’s degree in Business, Engineering, Computer Science, Management, or equivalent experience.
• 10+ years in Customer Success leadership roles, preferably within B2B SaaS.
• Proven track record of driving retention, expansion, and customer advocacy.
• Experience of leading and scaling Customer Success teams.
• Strong commercial acumen with hands‑on experience supporting renewals and upsell motions.
• Data‑driven mindset with the ability to interpret customer health, usage, and financial metrics.
• Strong people‑leadership and stakeholder‑management skills.
• Executive‑level written and oral communication skills.
• Comfortable operating in a fast‑paced, outcome‑driven environment.
• Willingness to travel approximately 15–25%.