EDITED on cord

EDITED

Customer Success Director

External position
London, UK
Hiring internally for EDITED?
Retail Technology · Machine Learning and AI
This is how the world’s best retailers get their products and pricing right
Active
over 6 months ago
Posted
5 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Lead, Leadership
Core skills considered: Account Management, B2B, Customer service, Customer support, Customer feedback management
Other skills considered: Customer profiling, Stakeholder Management, Building Teams, Business Development Strategy

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

A dynamic and results-driven Director of Customer Success who will lead our EMEA customer success strategy and team, responsible for > $10M in ARR, reporting directly into the Global Head of Customer Success. This role will be pivotal in driving customer retention, satisfaction and expansion initiatives across our SaaS customer base. The EMEA Director of Customer Success will be responsible for building a world-class customer success organization that delivers exceptional value to our customers throughout their entire EDITED platform journey.

The candidate will possess a demonstrated history of success in leading and scaling customer success organizations within the B2B SaaS space, and most importantly, experience in growing complex SaaS businesses. This includes a demonstrated ability to enable the creation and implementation of a repeatable, scalable customer journey that drives predictability in retention, expansion and customer advocacy. Additionally, experience in building and leading high-performing customer success teams, fostering a data-driven culture, and effectively managing resources to optimize efficiency and scalability are crucial. The ability to navigate complex organizational structures, influence cross-functional stakeholders, and secure executive buy-in is also essential for success in this high-growth environment.


Responsibilities

  • Retention and expansion of the EMEA book: full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across the portfolio.
  • Direct management of a team of Account Managers and Retail Strategists. Managing the personal development of the team in service of delivering world-class customer service that directly supports retention and expansion goals.
  • Work closely with Director of Customer Success, NA (peer role) to ensure a smooth, consistent and world class customer experience regardless of contract size or product suite purchased
  • Own the key leading indicators of churn risk: data quality/adoption within the platform, KPI attainment, executive sponsor engagement, and health scoring - and intervene early on at-risk accounts.
  • Guide a deal cycle to a successful outcome
  • Understand key pain points in the retail industry and work with Retail Strategists to optimise customer working practices through implementation of our solutions.

What You'll Bring

  • A track record of leading and scaling customer success organizations in B2B SaaS, including building repeatable retention/expansion motions in a complex, multi-stakeholder sales environment.
  • Direct experience managing both technical/delivery talent and commercially-oriented account management talent under one team.
  • Comfort operating in a data-driven, metrics-first culture - you can build and defend a GRR/NRR forecast, not just describe customer sentiment.
  • Ability to navigate complex organizational structures, influence cross-functional stakeholders (Product, Sales, Finance), and secure executive buy-in.
  • Strong relationship-building skills, internally and with senior client stakeholders.
  • Ability to move fluidly between tactical, day-to-day account issues and longer-term strategic planning.
  • At least 3 years of management experience actively coaching a dynamic team(s) to achieve both organisational and individual goals.
  • A minimum of 5 years experience working within a B2B SaaS organisation.
  • Retail industry background or deep familiarity with retail/merchandising working practices and pain points required.

Behaviours That Are Important

  • Product evangelist who leads by example
  • Solutions-focused, bias to action
  • Strong time management and prioritization across a varied portfolio
  • Nurturing, hands-on coach to the team
  • Collaborative, low-ego mindset

Company Benefits

  • Flexible working hours.
  • Visiting the U.S? You’re welcome to work out of our New York office.
  • 25 days holiday + public holidays + 1 additional day holiday for every year you’ve worked at EDITED.
  • Quarterly hack days.
  • Stock options.
  • Fully stocked office drinks fridge.
  • Team days out.
Customer Success Director at EDITED
Position posted 5 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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