Customer Success Senior Manager; BNL & Nordics

About us

At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.

We are seeking a strategic and relationship-driven Customer Success - Senior Manager to serve as the partner between the Customer function and the Managing Director (MD) of a BNL and Nordics. This role is pivotal in ensuring that the customer function and the market achieve their business objectives, while also collaborating closely with our customer teams to deliver seamless support and operational excellence.

• Serve as the trusted advisor to the MD, understanding their strategic goals and aligning our services to support those outcomes.
• Facilitate regular executive-level reviews, performance updates, and strategic planning sessions to deliver to Market the Customer ambitions.
• Proactively identify opportunities to add value and drive business impact for the market and the customer function.

• Develop and execute tailored customer focused success plans for the MD, ensuring alignment with country-level KPIs and business priorities.
• Monitor and report on success metrics, adoption rates, and satisfaction levels.
• Anticipate risks and implement mitigation strategies to ensure continued success.

• Act as the bridge between the MD and the Customer team, ensuring clear communication and alignment.
• Collaborate with the customer service team to resolve escalations, improve service delivery, and implement feedback loops.
• Advocate for the MD’s needs internally, influencing product, operations, and support teams.
• Deploy special projects and initiatives that will align to customer function strategy and promises.

• Ensure timely and high-quality execution of services and support.
• Drive continuous improvement initiatives based on feedback and service performance data.
• Maintain detailed documentation of interactions, plans, and outcomes.

• Understand the country-level goals and ensure all services and support align with those objectives.
• Ensure the market sees measurable value from the partnership.
• Build a strong, trusted relationship with the MD based on transparency, reliability, and results.
• Position the Customer Success Manager as a strategic advisor, not just a service liaison.

• Act as the voice of the MD and market within the customer function organization, ensuring alignment with expectations.
• Facilitate smooth coordination between the market and the team to resolve issues quickly and effectively.
• Monitor service KPIs and drive continuous improvement initiatives.

• Identify potential risks to satisfaction, adoption, or performance early and implement mitigation strategies.
• Surface opportunities for innovation, efficiency, or added value based on feedback and market trends.

• Gather and synthesize feedback from the market to inform product, process, or service improvements.
• Advocate internally for changes that will enhance the MD’s experience and outcomes.

This role is instrumental to delivering success for Dyson. The Customer function is at a pivotal point in its transformation to deliver to our Customers.

• Market experience / knowledge
• Customer or Repair background
• Collaborative and communicative
• Problem solver
• Can translate strategy into action, driving projects and plans to ensure completion and succession
• Stakeholder management, able to operate across leadership teams and functions
• Passionate about transforming Customer…