We are partnering with a high-growth technology business transforming the hospitality and entertainment sector through a fully integrated platform that combines software, hardware, and data-driven insights.
Their platform powers customer experience, operations, and revenue across venues, hospitality groups, and entertainment operators, delivering a seamless end-to-end solution.
As adoption accelerates, they are hiring a Customer Success Director to lead the global customer success function, ensuring clients realise maximum value from both the software platform and physical deployments.
The Role
This is a senior leadership role responsible for building and scaling a best-in-class Customer Success function.
You will own the entire post-sale lifecycle, including:
- onboarding and implementation
- customer engagement and retention
- expansion and upsell
- support and service delivery
You will play a critical role in ensuring customers successfully adopt both the SaaS platform and integrated hardware solutions, driving measurable business outcomes.
Key Responsibilities
Customer Success Strategy
- Define and execute the global Customer Success strategy
- Build scalable processes for onboarding, adoption, and account growth
- Establish clear customer lifecycle frameworks and engagement models
Customer Retention & Growth
- Own key metrics: retention, churn, NRR (net revenue retention), and customer lifetime value
- Identify expansion opportunities across multi-site hospitality and entertainment clients
- Partner with sales to drive upsell and cross-sell initiatives
Onboarding & Implementation Excellence
- Oversee seamless onboarding across both software and hardware deployments
- Ensure efficient rollouts across complex, multi-site environments
- Develop playbooks for implementation in hospitality venues (e.g. live environments with operational constraints)
Team Leadership & Scaling
- Build and lead a high-performing Customer Success team (CSMs, onboarding specialists, support)
- Implement performance frameworks, KPIs, and training programmes
- Scale the function in line with international growth
Customer Experience & Advocacy
- Act as the voice of the customer internally
- Drive customer satisfaction, engagement, and advocacy programmes
- Build case studies and reference accounts with leading hospitality brands
Cross-functional Collaboration
- Work closely with Product, Engineering, and Commercial teams
- Provide structured customer feedback to inform roadmap and innovation
- Align with operations and hardware teams to ensure service reliability
What We’re Looking For
Experience
- Proven experience leading Customer Success or Account Management functions in a SaaS business
- Experience supporting products that combine software with hardware deployments (e.g. POS, IoT, devices, or physical infrastructure)
- Strong experience in hospitality, leisure, or entertainment sectors preferred
- Track record of improving retention and driving customer growth in multi-site or enterprise environments
Skillset
- Strong commercial acumen with a clear understanding of revenue retention and expansion
- Deep understanding of the customer lifecycle in SaaS environments
- Experience managing complex implementations involving both digital and physical systems
- Excellent leadership, communication, and stakeholder management skills
Mindset
- Customer-first and outcomes-focused
- Comfortable operating in a fast-paced, scaling environment
- Hands-on leader who can move between strategy and execution
- Passionate about improving real-world customer experiences through technology
