Director of Customer Success

Role Overview

Reporting directly to the SVP of Sales and Customer Success, you will be a core member of the revenue leadership team. You are responsible for the health, retention, and growth of our existing portfolio of customers. This is a "Leader of Leaders" role; you aren't just managing accounts, you are building the global engine that ensures every merchant—from small businesses to global enterprises—realises maximum value from Dojo. You will sit at the centre of the post-sales universe, aligning Customer Success with Sales, Product, and Support to help enable a seamless customer lifecycle and drive revenue expansion. You are a strategic operator with a commercial mindset who can build high-performing teams, design scalable processes, and act as a senior advocate for our customers at the highest levels of the business. What You’ll Do... Customer Success Strategy: Design and execute a scalable CS strategy that delivers high-touch, white-glove service for Strategic accounts and an efficient Scaled model for higher-volume segments. Lead a Multi-Disciplinary Org: Leadership of a broad team comprising Account Management,Implementation and Customer Engineering across numerous customer segments. You will be responsible for hiring, professional development, and performance management across the department to build a world-class team. Commercial Growth & Retention: Lead the strategy for renewals and identify expansion opportunities within the existing portfolio. You will be responsible for accurate forecasting and building the playbooks that mitigate churn. Executive Advocacy: Act as an executive sponsor and escalation point for Dojo's most strategic customers, building long-term relationships with C-suite stakeholders. Operational Excellence: Architect the tech stack to create a "Single Source of Truth" for customer health, allowing the team to be proactive rather than reactive. Voice of the Customer: Provide a continuous feedback loop to the Product and Engineering teams, ensuring the roadmap is directly influenced by real-world customer needs.

Interview Process

Requirements & Evidence