Customer Success Delivery Director

Overview

Role:
Director of Customer Success (Customer Delivery Director) — responsible for delivery performance, customer health, renewals, and expansions for key accounts. Work closely with the Account Director to own the complete customer success journey while maintaining commercial discipline and delivery excellence.

Lead Customer Relationships

• Build trusted partnerships with senior customer stakeholders
• Lead governance including steering committees and performance reviews with the Customer
• Manage escalations proactively and ensure rapid resolution
• Drive customer satisfaction targets and retention

Drive Delivery Excellence

• Provide strategic oversight across all customer engagements
• Lead multi-disciplinary teams and ensure consistent quality
• Implement best practices and drive continuous improvement
• Own on-time, on-budget delivery across all projects

Own Commercial Performance

• Manage financial performance
• Identify growth opportunities and drive expansion within accounts
• Support contract negotiations, renewals, and change control
• Collaborate with Commercial teams to develop new opportunities

Build High-Performance Teams

• Foster a culture of transparency, accountability, and empowerment
• Promote employee engagement and professional development

• Experience in a similar role in the Financial Services market, preferably Capital Markets
• Exceptional leadership and stakeholder management abilities
• Strong executive presence and communication skills
• Commercial acumen with a customer-centric mindset
• Strategic thinking with operational discipline
• Proven track record growing accounts and achieving high customer satisfaction
• Comfortable working with numbers and financial metrics
• Ability to thrive in fast-paced, high-accountability environments

• High customer satisfaction
• Account Growth and revenue retention
• Meeting and exceeding commercial targets
• Consistent on-time, on-budget, excellent delivery

You will strengthen our most important customer relationships while driving meaningful growth. The role offers the opportunity to shape customer success strategy, lead high-performing teams, and impact customer outcomes and business performance. Reporting to the Chief Customer Success Officer, you will work at the intersection of delivery, commercial excellence, and customer satisfaction with a growth mindset.

Version 1 offers a comprehensive benefits package prioritising wellbeing, professional growth, and financial stability.

• Quarterly Profit Share scheme
• Strong career progression and mentorship through leadership programmes
• Flexible/remote working
• Financial wellbeing initiatives (pension, private healthcare, life assurance, financial advice, employee discounts)
• Employee wellbeing schemes (gym discounts, bike to work, mindfulness, EAP, generous holiday allowance, parental leave, special leave policies)
• Educational assistance and accreditations (AWS, Microsoft, Oracle, Red Hat)
• Reward schemes and community initiatives supporting diversity and belonging

Additional information: compensation and benefits details may vary by location.