Customer Growth Director

Description

Customer Growth Director
London | Customer Success | Reports to Chief Customer Officer

Hybrid Working
The Problem We're Solving

A fast-growing data & CRM platform business helps companies unlock the value in their first-party data. Our Customer Growth System (CGS) turns messy data into actionable intelligence, driving revenue growth and real competitive edge across Financial Services, Insurance, Healthcare, Retail, and beyond.

It's proven and scaling in our first vertical. Now we're pushing into new sectors with serious upside. Delivering the tech is easy. Changing client behaviour is hard. That's this job.

The title says it all: drive growth in customer value, and ours follows.

What You'll Build

You'll own the client relationship, adoption, and commercial growth of CGS across our new-vertical client base, inside Customer Success.

Not traditional Customer Success. Not a standard Business Director role either. It's growth, adoption and value-realisation: getting clients thinking and operating differently, with measurable results to show for it.

You're the senior, consistent face of the business, close to clients and credible in the room. Not maintenance. Changing how clients understand and create growth.

Day to day, you'll:

- Own senior, multi-stakeholder relationships. Be the first call for a client's growth and marketing leadership
- Challenge assumptions and reshape how clients think about growth and customer value
- Run the room: chair conversations, flag strategic implications, course-correct early
- Drive adoption and behaviour change, not just delivery
- Turn insight into action: activation, decisions, measurable outcomes
- Bridge the recommendation engine, client CRM teams, and leadership
- Own net revenue retention: expansion through value, with an early eye on churn
- Keep a steady cadence of value reviews, roadmaps and QBRs

How You'll Operate

You'll own the framework behind turning a deployed system into growing customer value:

- **Relationship ownership.** Credible from C-suite to working level
- **Changed thinking.** Challenge assumptions, reshape how growth is measured
- **Adoption and change.** Drive usage and behaviour, not just delivery
- **Activation.** Turn insight into operational decisions and real growth
- **CRM fluency.** Enough to direct deployment, not implement it
- **Commercial growth.** Own NRR, expansion through value, early churn warning
- **Operating cadence.** Planned reviews, not reactive firefighting
- **Voice of the customer.** Feed adoption patterns back into product

This is about changed thinking: clients who operate differently, see the value, and buy more because of it.

The Value Realisation Loop

Every new-sector deployment teaches us something: which value levers land, how the system flexes, what separates renewal from drift. You'll feed that back, separating the repeatable playbook from one-off specifics.

This is the strategic edge of the role, and as the team grows, a real path into broader Customer Success leadership.

What You Bring

Experience:
- Strong CRM/growth understanding helpful. You simplify the levers for clients rather than implementing them
- Led adoption, behaviour change, and operational transformation. You've changed how a client operates, not just delivered to them
- A strategic Business Director who uses insight to shape thinking and deliver structured value
- Growth, transformation or consultancy background as much as CRM/martech. Ad-platform or media experience alone won't cut it
- Owned senior relationships at sponsor/C-suite level. You're the first call
- Grown accounts through demonstrated value, not goodwill
- Comfortable with AI-assisted decision tools and AI-enabled workflows

How you work:
- You create changed thinking, challenging senior stakeholders on how growth is measured
- Hands-on and present, not an occasional-escalation manager
- You control the room without friction
- Genuine drive. You chase outcomes rather than waiting to be tasked
- You think in outcomes and usage, not deliverables
- NRR, expansion, and churn risk are real to you

Bonus:
- Regulated or considered purchase sector experience: financial services, insurance, pharmacy
- NRR-led customer success in a platform/SaaS business
- Experience taking a product into new sectors
- Comfortable alongside delivery, with a clean line between adoption and implementation

Why This Role Matters

This role directly moves net revenue retention, client retention, and adoption, and our ability to scale beyond our first vertical. You'll work closely with the Senior Leadership Team, including Technology and Strategy.

A senior leadership hire in a high-growth business, with a genuine path to broader Customer Success leadership.