As a Customer Sucess Director you will
Experience & Expertise
• 8+ years of Customer Success, Account Management, or related leadership experience in Capital Markets, Enterprise B2B SaaS, or Financial Data.
• Proven track record of building, scaling, or transforming a CS or AM function.
Experience managing teams across regions and owning performance, hiring, and strategic direction.
• Strong understanding of global financial markets and credibility with buyside, sellside, and advisory clients
• Partner with Account Management leadership to align CS initiatives with account health, retention, and expansion goals.
• Design data-driven strategies to improve platform adoption, drive new opportunity creation, and increase customer ROI.
• Support AM teams on key client projects and ensure CS delivers consistent, measurable commercial impact. Act as the voice of the customer across Product, Engineering, Operations, and Marketing.
• Champion client insights to influence product roadmaps, feature prioritisation, and internal processes.
• Collaborate with internal teams to ensure our platform remains intuitive, high-quality, and deeply integrated into client workflows.
Operational Excellence
• Implement best-in-class tooling, automations, and processes across CRM and other sales enablement software
• Oversee governance for client communications, playbooks, and performance dashboards.
• Create feedback loops and mechanisms to continuously optimise the customer experience
