Mantell Associates
Mantell Associates is partnered with a rapidly growing and innovative chem-tech organisation, who is seeking an experienced and strategically minded Customer Success Director to lead client engagement, retention, and value realisation across their expanding global customer base.
Customer Success Director – Responsibilities:
- Lead the customer success function, enhancing customer satisfaction, adoption, and long-term growth across strategic accounts
- Develop and implement customer success strategies that drive product value realisation, onboarding excellence, and retention
- Build and maintain trusted executive-level relationships with key customers, understanding their operational goals and ensuring alignment with our solutions
- Collaborate closely with sales, product, engineering and support teams to address customer feedback, shape product enhancements, and drive continuous improvement
- Champion a customer-centric culture both internally and externally, with accountability for customer health metrics and success outcomes
- Monitor customer success KPIs, prepare regular reporting, and deliver insights to leadership to inform strategy and resource allocation
- Represent the organisation at industry events, customer workshops and user forums to drive engagement and thought leadership.
Customer Success Director – Requirements:
- Bachelor’s degree in Chemistry, Engineering, Business, or related discipline; advanced or postgraduate qualification is a plus
- Proven experience (typically 8+ years) in customer success, account management, or client leadership roles within technology-driven B2B organisations
- Strong track record of driving customer satisfaction, retention, and expansion in complex technical or industrial environments
- Excellent interpersonal, communication and presentation skills with the ability to influence senior stakeholders
- Strategic thinker with analytical capability to interpret customer data and translate insights into action
- Comfortable working in a fast-paced, innovative environment with a focus on scaling customer success practices
Mantell Associates is a specialist Pharmaceutical and Life Science headhunting firm. For more information on this opportunity, contact us at +44 (0)20 3854 7700.