The Pie Exec Search

2 weeks ago

Deputy Director of Customer Success (maternity cover)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead and develop a team of 11 Customer Success professionals to drive platform adoption, satisfaction, and retention for university clients. Own the full post-sale lifecycle from onboarding to renewal, partnering with Sales on renewal planning and upsell opportunities. Act as second-in-command to the Director of Customer Success & Services, supporting strategy, coordinating across Customer Success and Services (BPO), and reporting on KPIs, SLAs, and customer health metrics.

Location: United Kingdom

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Lead and develop the Customer Success team to improve client outcomes, driving platform adoption, satisfaction, and retention.
•Oversee the post-sale lifecycle from onboarding through renewal to ensure consistent value delivery and client experience.
•Partner with Sales on renewal planning and identify upsell opportunities within existing accounts.
•Serve as second-in-command to the Director of Customer Success & Services, supporting strategy and coordination across Customer Success and Services (BPO).
•Own reporting for Customer Success KPIs, SLAs, and customer health metrics, using customer feedback and data to guide improvements.

Key Requirements

•Demonstrated success in a senior client-facing leadership role, ideally within a B2B SaaS or higher education environment.
•Proven experience leading or scaling a Customer Success or Account Management team.
•Strong understanding of CRM tools, customer success frameworks, and service-level reporting.
•Skilled in using data to inform strategy, manage performance, and address risks.
•Deep knowledge of the international student recruitment lifecycle and university challenges.

Experience:B2B SaaSHigher educationCustomer successBPOInternational student recruitment

Skills:LeadershipCollaborationCoachingTrainingData-driven decision-making

Tech Stack:CRM

Company Brief

The Pie Exec Search

Boutique executive search firm specializing in senior-level placements and talent acquisition for clients across industries. Provides retained search, candidate assessment, and advisory services to help organizations hire executive and leadership roles.

Industry: Recruitment Agencies

Company Size: Micro (1 to 10 employees)

Growth: Established Company

Funding: Bootstrapped

Website

Loading job details...

Preparing the role view and application actions.

The Pie Exec Search

2 weeks ago

Deputy Director of Customer Success (maternity cover)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Lead and develop the Customer Success team to improve client outcomes, driving platform adoption, satisfaction, and retention.
•Oversee the post-sale lifecycle from onboarding through renewal to ensure consistent value delivery and client experience.
•Partner with Sales on renewal planning and identify upsell opportunities within existing accounts.
•Serve as second-in-command to the Director of Customer Success & Services, supporting strategy and coordination across Customer Success and Services (BPO).
•Own reporting for Customer Success KPIs, SLAs, and customer health metrics, using customer feedback and data to guide improvements.

Key Requirements

•Demonstrated success in a senior client-facing leadership role, ideally within a B2B SaaS or higher education environment.
•Proven experience leading or scaling a Customer Success or Account Management team.
•Strong understanding of CRM tools, customer success frameworks, and service-level reporting.
•Skilled in using data to inform strategy, manage performance, and address risks.
•Deep knowledge of the international student recruitment lifecycle and university challenges.

Experience:B2B SaaSHigher educationCustomer successBPOInternational student recruitment

Skills:LeadershipCollaborationCoachingTrainingData-driven decision-making

Tech Stack:CRM

Company Brief

The Pie Exec Search

Industry: Recruitment Agencies

Company Size: Micro (1 to 10 employees)

Growth: Established Company

Funding: Bootstrapped

Website