Director of Customer Success

You:

A strategic and commercially focused leader, with a passion for helping customers to succeed. You understand the core drivers of customer churn and understand how to build and lead a high-performing team to focus on the right things to help our customers succeed and improve company performance against those churn targets.

The company:

Redgate is the leading provider of software for businesses seeking to bring the benefits of DevOps to their database teams.

  • Used by more than 800,000 individuals around the world, from small and medium sized businesses to 91% of companies in the Fortune 100.
  • Headquartered in Cambridge, UK, one of Europe’s fastest-growing technology hubs (and one of the most beautiful cities in the world)
  • A mature but high-growth business, we have 400 colleagues in offices across Austin, Berlin, Brisbane and Pasadena – and we’re scaling rapidly.

The role:

  • Own overall success of customers, including onboarding, configuration, product adoption, and retention.
  • Build a new Customer Success function, then manage that function by growing, challenging, and developing your team
  • Bring together the Customer Marketing, Renewals and Support groups to work as a combined team focused on the goal of reducing churn
  • Recruit and build a new team of Customer Success Managers
  • Build and implement a vision for how we will support our very wide range of customers – from tiny organisations buying a handful of products to the largest enterprises
  • Own the customer churn and gross dollar churn metrics for our business and build a deep understanding of the drivers of those numbers
  • Build and implement standardised and repeatable processes to maintain high customer satisfaction and minimise churn
  • Monitor customers’ KPIs to drive the usage of our products
  • Communicate customers’ needs to the Product team and help shape our product roadmap
  • Build a strong relationship with the Sales teams, ensuring a flawless customer handover from reps and pre-sales engineers to the Customer Success function

Your experience:

Our dream candidate comes with at least three years’ experience of:

  • Leading a customer success function.
  • Managing managers.
  • Working collaboratively across a wide range of functions.
  • Setting metrics and reporting on progress against customer success targets.

What’s the package?

  • A great benefits package .
  • Salary is £80,000 – £100,000, depending on experience.
  • You’ll work about 40 hours a week, with flexible work time

Our Head Office is in Cambridge and we are all working remotely until March 2021 due to the Covid-19 situation. We are currently only able to accept applications if you are living and eligible to work in the UK.

Apply for this job now

Please only apply for roles through our website, as we are unable to accept applications made by email.

We use a third-party recruitment system. We will always get back to you, so please check your junk folder, as sometimes our emails won’t show in your inbox.

Take a look at our privacy policy to find out how your data is looked after.

How to apply

Apply below with a CV and covering letter.

Apply for this job now

Please only apply for roles through our website, as we are unable to accept applications made by email.

We use a third-party recruitment system. We will always get back to you, so please check your junk folder, as sometimes our emails won’t show in your inbox.

Take a look at our privacy policy to find out how your data is looked after.


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Our hiring process

Application

Tell us about yourself, your skills and experience, and talk about why you’d like to work at Redgate.

Include a CV, or a link to your LinkedIn page, and if you'd like to show some of your work, attach your portfolio or point us to Stack Overflow or GitHub.

Assessments

We’ll acknowledge your application straight away, review it and keep you updated on your progress. We might also email an assessment to complete, or invite you for a brief telephone interview. If we don’t think you’re suitable we’ll tell you why. We won’t let you down, we’ll try and help you.

Our assessments focus on how well you’re able to do the job – we won’t ask you to solve arbitrary logic puzzles.

Interviews

You’ll be talking to different people, you may well meet people you’ll be working with, and we’ll allow time for you to ask questions. We don’t have a dress code at Redgate, by the way, so dress in whatever makes you comfortable.

We want you to be relaxed and at your best in our interviews. If there's anything you'd especially like us to ask you about, or any parts of the interview you dread, let us know.

Offer

If we think you’d be great at Redgate, we’ll make an offer and iron out any details like relocation issues.

If we don’t think you’ll fit in right away, we’ll tell you why. Some people have taken our advice and come back a year later and got a job.