Director, Scale - Customer Success

🔒 Confidential Employer
Posted 24 March 2026
LOCATION
London
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Success SaaS Customer Experience Leadership Strategy Communication Cross-functional Leadership

FULL DESCRIPTION

[Employer hidden — view at passion-project.co.uk] is seeking a senior, hands-on leader to design, launch, and scale a global Scale Customer Success motion. The role involves building and owning the global Scale Customer Success strategy, operationalizing scale, and acting as a global connector and influencer. The ideal candidate has 10+ years in Customer Success, CX, or Product-Led Growth roles, with experience in a global SaaS environment.

About the Role

[Employer hidden] is building a productised, global Scale Customer Success motion to support a rapidly growing base of digital-first customers. We are looking for a senior, hands-on leader to design, launch, and scale this capability globally — from strategy through execution.

This is a individual contributor role reporting to the SVP of Customer Success. You will operate as the global owner of the Scale CS motion, working closely with regional CS leaders, Customer Marketing, RevOps, Product, Support, and Technology to deliver measurable improvements in customer satisfaction, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR) across our Scale segment.

Key Responsibilities:

Build and own [Employer hidden]’s global Scale Customer Success strategy

  • Design, launch and operate a globally consistent, regionally executable Scale CS operating model
  • Architect a multi-year roadmap that blends digital engagement, pooled technical expertise, and scalable success motions, increasingly powered by AI and automation
  • Ensure the model drives:
  • Product adoption and value realisation
  • Early risk identification and proactive intervention
  • Scalable education (webinars, digital programs, in-app journeys)
  • Expansion signal identification and structured lead handoff

Operationalise scale

  • Define and standardise programs, playbooks, KPIs, and processes that can be executed consistently across regions
  • Design the end-to-end Scale motion across our tech stack (Planhat, Salesforce, HubSpot, Pendo), partnering with RevOps and Technology to ensure strong data foundations, automation, and visibility
  • Create and quality-assure global Scale CS assets (e.g. webinar frameworks, lifecycle campaigns, digital playbooks), with regional teams localising and delivering in-market

Act as a global connector and influencer

  • Serve as the global point of alignment for Scale CS, influencing outcomes across teams without direct authority
  • Partner closely with CS Leadership, Product, Marketing, Support, and RevOps to deliver a unified digital customer experience
  • Run a test-and-learn operating rhythm, continuously iterating the model based on performance data and customer outcomes

What we're looking for:

  • 10+ years in Customer Success, CX, or Product-Led Growth roles, including 3+ years operating at a senior or leadership level
  • Proven experience building a Scale / tech-touch Customer Success motion from scratch
  • Experience operating in a global SaaS environment with regional execution
  • Strong cross-functional operator - able to align and deliver without line management
  • Hands-on mindset: strategic thinker who is comfortable rolling up sleeves
  • Demonstrated success scaling digital customer success programs across segments
  • Strong grasp of lifecycle and outcome-based frameworks (e.g. CARE, LAER) and metric-driven storytelling
  • Familiarity with AI-enabled CS tooling, journey orchestration, and agentic models
  • Track record of effective cross-functional leadership across Product, Marketing, RevOps, and R&D
  • Excellent communication skills with the ability to influence executive and technical stakeholders
  • Background in SaaS, cybersecurity, or enterprise software environments
  • Experience with LMS strategies, community-led growth, and digital education platforms

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

  • Generous Paid Time Off
  • Extended Parental Leave
  • ❤️‍ Robust Health Coverage
  • Accelerated Learning Paths
  • ‍♂️Team Wellness Initiatives
  • Company-wide Events
  • Employee Resource Groups
  • ⭐️ Recognition awards

[Employer hidden] is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

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