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Strategic and data driven, the Customer Success Director will lead the business in client retention, satisfaction, and loyalty across the full customer lifecycle—from attraction and scoping to onboarding, renewals, and long‑term engagement.

This role is pivotal in ensuring our cybersecurity services deliver measurable value to clients, with a clear focus on reducing churn, improving service experience, and leveraging data to inform decision‑making.

The Customer Success Director will work in close partnership with Service Management, Sales Efficiency and the Account Management teams to ensure that service delivery aligns with client expectations and that churn and retention insights are captured, analysed, and acted upon.

Key Responsibilities and deliverables

• Client Lifecycle & Retention
• Renewals Strategy & Execution
• Client Success & Loyalty

The successful candidate must work with our business values at the core:

Caring. Responsible. Bold.

What we expect of you

• Strong leadership, communication, and interpersonal skills with the ability to work collaboratively with C‑suite executives and cross‑functional teams.
• Ability to adapt to and thrive in a dynamic, rapidly evolving industry.
• A strong passion for client service and operational excellence.
• Commercially aware.
• An attention to detail with meticulous planning and execution.
• High levels of empathy and a strong client support mentality.
• Enthusiasm and professionalism.
• Strong communication and presentation skills, able to communicate effectively with staff and clients at all levels.
• Proven experience (10+ years) in an operational leadership role within the cybersecurity or technology industry, with a strong understanding of cybersecurity operations.
• Ability to work with minimal direction and oversight.
• Strategic thinker with the ability to translate vision into actionable operational plans.
• Strong business acumen with a deep understanding of the cybersecurity market.
• Results‑oriented with a focus on driving operational efficiency, client satisfaction, and business growth.
• Agile and adaptable to change in a fast‑moving and evolving industry.

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