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stuut-ai - Customer Success Director - London

Dublin+ Equity2d ago

In Office Director EMEA Fintech Software Director of Customer Success Account Management B2B GRR Vitally NRR Customer Success

Requirements

• 4+ years in Customer Success or Account Management at a B2B SaaS company, ideally fintech or finance-workflow software. • Track record owning renewal/expansion numbers, not just satisfaction scores. • Comfortable with ambiguity: this is a growth-stage company building CS process as it scales. • Financial/AR domain fluency a plus, not required. • Excellent written and verbal communication; comfortable running exec-level QBRs.

Responsibilities

• Own onboarding through steady-state for an assigned account portfolio. • Drive product adoption against each customer's stated business outcomes, not feature checklists. • Run QBRs: outcomes delivered, ROI, expansion opportunities. • Own renewal forecasting and GRR for your book; flag churn risk early with a clear reason and remediation plan. • Identify and pursue expansion (upsell, cross-sell across Stuut products) in partnership with Sales. • Escalate technical or implementation issues to FDE/Support with clear context; stay accountable for resolution from the customer's side. • Maintain accurate account health data in Vitally. • WHAT SUCCESS LOOKS LIKE • GRR and NRR targets met for your book (org target: NRR >110%). • Onboarding velocity and time-to-value hit target. • Clean, current account records; no surprises in forecast.

Benefits

• Top-of-market salary and equity package • Benefits (for U.S.-based full-time employees) • Medical, dental & vision insurance coverage for you • 401(k) & Match • Parental Leave

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