Role Description The Director of Customer Success is a strategic leader responsible for driving long-term customer retention, value realization, and account growth by shaping the vision, strategy, and operational frameworks of the Customer Success team. This role oversees the end-to-end customer lifecycle, partnering cross-functionally to influence product direction, optimize customer experience, and scale processes that improve team efficiency and customer outcomes. The Director leads and develops the Customer Success team, serves as the senior escalation point for high-impact needs, and uses data-driven insights to build scalable programs, playbooks, and best-practice methodologies that elevate customer satisfaction and support the company’s growth objectives. At this time, candidates who would work in the following states will not be considered for this role: AZ, CA, CO, CT, DE, DC, HI, IL, MA, ME, MI, MD, MN, NV, NJ, NY, RI, VT, and WA. Qualifications - Significant leadership experience managing and developing high-performing Customer Success or customer-facing teams, with a track record of driving retention, value realization, and growth. - Strategic thinker with strong executive presence, able to build credibility with senior stakeholders and influence decisions through clear, compelling communication. - Advanced data competency, including the ability to interpret customer, product, and financial data to identify trends, forecast risks/opportunities, and shape strategic initiatives. - Expert at creating and optimizing scalable processes, playbooks, and methodologies that improve team efficiency and customer experience. - Strong cross-functional leadership, with success collaborating across Product, Sales, and Marketing to align on customer needs and drive holistic business outcomes. - Highly skilled communicator (written, verbal, and presentation) with the ability to translate complex concepts for diverse audiences and guide teams through change. - Exceptional project and program management abilities, with capacity to lead complex initiatives, prioritize effectively, and ensure timely, high-quality execution. - Balanced “big-picture and detail-oriented” approach, combining strategic vision with operational discipline to deliver both innovation and consistency. - Adaptable, proactive leadership style, demonstrating accountability, sound judgment, and the ability to navigate evolving business needs. Requirements - Bachelor's degree in related discipline or combination of equivalent education and experience. - Bachelor’s degree preferred. - 7 - 10 years of experience in similar field. - 5+ years' experience in account management, customer success or related field preferred. Benefits - Competitive compensation. - Robust benefits package designed to support health, well-being, and long-term goals. - Medical, dental, vision, FSA, life and disability coverage. - Paid maternity & parental leave. - Family building resources. - Identity theft protection. - 401(k) plan. - Paid sick, personal, and vacation time. - Access to opportunities for professional growth and work-life balance. - Programs that recognize and celebrate contributions.

Role Description The Customer Success Manager, FatTail, is responsible for ensuring high levels of customer satisfaction, retention, and expansion across the FatTail customer base. This role focuses on delivering exceptional post-sales experiences for FatTail customers, adapting customer success strategies to regional needs while aligning with global company goals. The role requires close collaboration with Sales, Product, Marketing, Professional Services, and Support to drive customer outcomes and long-term account value. Key Responsibilities - Drive product onboarding, time to value, and customer satisfaction to ensure customers further invest in the FatTail product and the Chartbeat Inc. platform. - Own, negotiate, and close renewals and customer expansions. - Achieve 100%+ net revenue retention (NRR). - Act as the voice of customers internally, sharing insights to influence product, support, and operational improvements. - Build strong executive relationships with key customers to drive loyalty and advocacy. - Analyze performance data to identify trends, forecast risks, and design data-informed interventions. - Partner with Sales, Product, Professional Services, and Marketing to ensure seamless handoffs, account planning, and go-to-market alignment. - Support revenue goals through proactive engagement and account expansion strategies. - Work within the Customer Success organization to continuously improve customer success processes and tools across regions for scalability and efficiency - including leading-edge use of AI tools and workflows. Qualifications - 10+ years of experience in customer success, account management, or post-sales roles. - Demonstrated success managing customer success functions for a B2B SaaS company in global markets. - Deep understanding of SaaS business models, customer lifecycle, and subscription metrics (e.g., NRR, churn, CSAT, NPS). - Strong cross-cultural communication skills; fluency in English required, with additional languages - particularly German - a plus. - Experience working across multiple regions including US, Europe, and APAC. - Familiarity with customer success platforms (e.g., Hubspot and Salesforce), and data analysis tools. Benefits - Comprehensive Health, Dental, and Vision Insurance. - 401K with company match (100% of the first 3% and 50% of the next 2%). - Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents. - Phone and internet stipend. - Wellness, learning, and coworking reimbursements. - Flexible work hours. - Unlimited PTO. - 11 paid holidays and December holiday closure. - Annual In-Person Event. - The compensation range for this position is $100,000-$125,000 base plus a variable component.

• Drive customer success across a portfolio of customers, supporting adoption, engagement, retention, and growth • Lead customer engagement through a mix of direct interactions and scalable programs (e.g., webinars and office hours) • Monitor customer health and usage trends to identify risk and opportunity, and take proactive action to drive engagement • Build strong relationships with key stakeholders (e.g., Legal Ops, Finance, IT) and serve as a trusted advisor • Develop product expertise and guide customers to maximize the impact of Onit’s solutions • Partner effectively within a team environment to ensure consistent, high-quality customer experiences • Navigate and resolve challenges by coordinating across customer and internal teams • Collaborate cross-functionally with Implementation, Support, Marketing, Product, and Account Management to deliver a seamless customer experience

About us: We are the internal recruitment partner for our client, a fast-growing and innovative SaaS business specialising in business resilience, information security, and compliance solutions. With a strong presence across the UK and internationally, they support organisations in simplifying complex processes such as GDPR, ISO standards (including ISO 27001), risk management, and data protection. They’re looking for a Partner Enablement & Success Manager to play a key role in developing, enabling, and supporting our growing partner ecosystem. This is a varied, relationship‑driven role where you’ll work closely with reseller and referral partners once they’ve onboarded, helping them succeed, renew, and grow with us. If you enjoy working with partners, love driving adoption and long‑term value, and thrive in a fast‑moving SaaS environment, this could be a great fit. The role: This position sits at the heart of our partner programme. You’ll take ownership of partner relationships post‑sign‑up, ensuring partners are onboarded effectively, fully enabled on the platform, and set up for long‑term success with shared customers. Responsibilities: - Managing and enabling a portfolio of reseller and referral partners once they’ve signed - Delivering partner onboarding and ongoing enablement so partners understand the platform, value proposition, and commercial model - Acting as the primary point of contact for partners, supporting adoption, customer delivery, and renewals - Supporting partners through the full lifecycle — from onboarding through to long‑term success and retention - Building trusted, long‑term relationships with partners through regular check‑ins, training, and joint planning - Identifying opportunities for account collaboration and partner‑sourced or partner‑influenced revenue - Working cross‑functionally with Sales, Customer Success, and Marketing to continuously improve the partner experience - Gathering partner feedback to help shape and evolve the partner programme   The successful candidate will be able to demonstrate the following: - Experience in a Partner, Channel, or Customer Success role - A strong relationship‑management mindset — you’re confident working with external stakeholders - Experience supporting renewals, retention, or ongoing customer / partner value - Comfortable working in a fast‑paced, commercial SaaS or tech environment - Experience working with reseller or referral partner models - Technical confidence and the ability to explain software platforms clearly - Exposure to compliance, information security, or ISO‑related software (Desirable) - Experience using CRMs such as Salesforce or HubSpot In return we are offering:   - Competitive base salary of up to £40,000 - Bonus providing a OTE of circa £60,000 - 25 days annual leave plus bank holidays, increasing with service up to a maximum of 31 days - Pension scheme with 5% employee and 3% employer contributions - Access to Perkbox – a discounts platform and recognition scheme where points can be earned and redeemed for rewards - Remote working with regular team meet ups - Ongoing training and development to help you succeed Interested? Then APPLY now for immediate consideration.