Director of Customer Success

Law Business Research

. Lead the Customer Success function for Centellic product portfolios .

Posted 10/14/2026full-timeLondon • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success initiatives, driving customer retention, adoption, and engagement through effective strategies and team development. Proficient in utilizing Customer Success platforms and CRM systems to enhance customer lifecycle management and inform business decisions.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy DevelopmentSaaS ExperienceCustomer Lifecycle ManagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionCustomer EngagementChurn MitigationPerformance ManagementAnalytical SkillsChange ManagementAccount ManagementCustomer AdvocacyDigital EngagementAutomation Technologies

Soft Skills

Communication SkillsInfluencing SkillsStakeholder ManagementCollaboration SkillsCoaching Skills

Tools & Technologies

ChurnZeroCRM SystemsCustomer Success PlatformsDigital Learning ResourcesWebinar Tools

Industry Keywords

SaaSSubscription ServicesB2B TechnologyLegal TechnologyInformation Services

About the role

Key responsibilities & impact

Lead the Customer Success function for Centellic product portfolios
Execute the Global Customer Success strategy across multiple products
Drive gross revenue retention, product adoption, customer engagement, retention, and customer health
Establish scalable engagement models for High and Mid Touch customer segments
Own the end-to-end customer journey from onboarding to pre-renewal
Develop success plans and engagement strategies for High and Mid Touch accounts
Implement proactive risk identification, intervention, churn mitigation, and customer risk management programmes
Support renewals, upsell, cross-sell, and expanded product adoption with Retention and Sales teams
Act as executive sponsor for ChurnZero and drive platform adoption, data quality, and usage standards
Drive product adoption, customer education, training, webinars, digital learning resources, and customer communities
Partner with Product teams on customer feedback and roadmap priorities
Lead, coach, and develop a high-performing Customer Success team
Establish objectives, accountability, performance expectations, succession plans, and career pathways
Develop operating rhythms, playbooks, engagement standards, reporting frameworks, and customer health reviews
Monitor portfolio performance and drive continuous improvement across people, processes, and technology
Collaborate with Product, Sales, Retention, Marketing, Support, and senior leadership
Report to the Chief Customer Officer

Requirements

What you’ll need

Significant experience leading Customer Success, Account Management, or Customer Experience teams
Proven track record of improving customer retention, adoption, and customer outcomes
Experience within SaaS, subscription, legal technology, information services, or B2B technology businesses
Experience managing enterprise and mid-market customer portfolios
Strong understanding of customer lifecycle management and value realisation frameworks
Demonstrated ability to lead, coach, and develop high-performing teams
Strong people leadership and performance management skills
Ability to drive change and embed new ways of working
Strong understanding of retention, renewal, and expansion strategies
Experience influencing commercial outcomes through customer engagement
Ability to balance customer advocacy with commercial objectives
Extensive experience using Customer Success platforms and CRM systems
Experience leveraging automation, digital engagement, and customer lifecycle technologies
Ability to use customer data and insights to inform business decisions
Strong analytical and problem-solving capabilities
Excellent communication and influencing skills
Experience working with senior executives and cross-functional leadership teams
Strong stakeholder management and collaboration skills

Benefits

Comp & perks

Eye care
Employee Assistance Programme
A day off for your birthday
Pension (4% employer contribution and 4% employee contribution) after 3 months employment
Life assurance after 4 months employment
Cycle to work scheme after probation
Season ticket loan after probation
£350 annual wellbeing allowance to contribute to gym memberships or fitness classes
Puregym access
Perks at work platform access
Private healthcare after 1 year service
Company socials
Access to Employee Affinity Networks
Mentoring scheme
Volunteering Day
Mortgage Advice
Work from anywhere for 2 weeks
Generous parental leave
Reasonable adjustments during the application and recruitment process
Equal opportunities and inclusive, respectful workplace culture