Director of Customer Success, UK&I Location: London, UK. Office Principle: 'Default-in-Person' Background: Zeelo is a fast-growing B2B growth-stage company expanding a category-leading presence across the UK&I and North America. We specialise in providing shuttle transportation-as-a-benefit for employers and schools, with a mission to empower opportunity through sustainable transportation within a $20B addressable market.. In 2024, Zeelo achieved 90%+ growth to reach $15M in net revenue, completed its first acquisition, has 130+ employees across three offices and serves over 140 Customers. With ~15 million rides delivered, we serve enterprise clients including Amazon, Barclays, UPS, and many more. Our asset-light model combines software, services, and a network of 500+ transport operator partners to deliver efficient, sustainable commuter shuttle programs. Our solutions help clients tackle HR challenges like recruitment and retention while meeting ESG goals. Zeelo's best-in-class technology platform includes a route optimisation tool, mobile apps, and an operations management system. Together, these features enhance service levels, optimise bus occupancy, reduce CO2 emissions, lower costs, and streamline administrative processes. You can watch this video (http://vimeo.com/1029219111) (password: RideZeelo123) to learn more. Our core values are Trust, Efficiency, and Drive, and our working principle is ‘default-in-person'. You can read more about our culture here (https://drive.google.com/file/d/1VPyhJlzuqM0YdWWieaN6lPqBJCsLcbll/view?usp=sharing). About this role: As the Director of Customer Success, UK&I, you will take ownership of driving commercial success within our profitable, market-leading position in the region. This role focuses on expanding our share of wallet with existing customers through strategic land-and-expand initiatives, retention strategies, and fostering deeper client partnerships. The primary focus is on maximizing the potential within our existing client base. Reporting directly to the Commercial Director, UK&I, you will play a pivotal role in unlocking growth opportunities and driving revenue from Zeelo's services. The role will directly lead a team of 6 people, including 5 Customer Success Managers (2 seniors) and a Customer Success Support role. Customer Success Managers are responsible for portfolios of a minimum of 20 sites, with seven figure annualised Net Revenue. Key metrics of success in this role include Net Dollar Retention, Share of Wallet, and Client NPS. Why This Role is Important: This role is critical in shaping Zeelo's business by ensuring we build long-term, profitable customer relationships. Through a focus on retention, expansion, and customer advocacy, you will drive sustainable revenue growth and solidify Zeelo as a trusted partner for our clients. With significant headroom for growth within our existing customer base, this role is pivotal in leveraging untapped opportunities, increasing share of wallet, and strengthening our leadership position in the UK&I market. To better understand the services we provide to clients in the Education (https://vimeo.com/810524829) and Commute (https://vimeo.com/752579315) verticals, you can watch these short videos. What You'll Do + Lead and Manage the Team: Provide leadership and line management for a team of six Customer Success Managers and Support staff in the UK&I market, ensuring they are motivated, supported, and aligned with company goals. + Own the Customer Journey: Take full ownership of the customer journey, ensuring a seamless transition from sales to launch, delivery, and renewal. + Set the Vision and Strategy: Define and execute a strategy for delivering measurable value to clients, ensuring consistent success across the customer lifecycle. + Drive Customer Retention and Growth: Proactively manage the land-and-expand strategy and renewal process, effectively navigating internal and external stakeholders to deliver optimal outcomes. + Monitor and Report Key Metrics: Be accountable for key performance indicators such as Share of Wallet, Net Dollar Retention, and NPS, ensuring these metrics reflect the health of Zeelo's UK&I programs. + Collaborate Cross-Functionally: Partner with Operations, Marketing, Sales, Finance, Product, and Customer Care teams to deliver high-quality, efficient service to clients and help reshape our Customer Success programs as we expand. + Leverage Data and Insights: Analyse customer insights, feedback, and market trends to identify opportunities for improvement in collaboration with Product teams. + Ensure program profitability: actively managing what and how we deliver services to ensure value for the client, satisfy contractual requirements and maintain and grow profitability. + Enable Account Growth: Collaborate with Sales and Account Management teams to drive renewal success and account expansion. + Deliver World-Class Support: Continuously seek innovative ways to deliver value, leveraging data to improve processes and ensure exceptional service. + Showcase Client Success: Build a portfolio of high-quality references and case studies in partnership with Sales and Marketing teams. + Establish a Feedback Loop: Create a company-wide feedback loop to ensure insights are shared and acted upon across all departments. + Shape the Product Roadmap: Collaborate on the product roadmap, advocating for new features and enhancements to serve clients better. Your experience : + Extensive B2B Customer Success Leadership Experience: Proven track record in leading high-performing Customer Success teams in a B2B environment, with a focus on retention, growth, and advocacy. Experience in industries reliant on external delivery partners, rather than fully vertically integrated models, is highly preferred. + Strong Leadership and Collaboration Skills: A capable leader who can unify cross-functional teams and thrive in a matrix structure, driving alignment across the business. + Influencing and Advisory Expertise: Demonstrated ability to influence and guide internal and external stakeholders to ensure consistent service in a dynamic, fast-paced environment. + Exceptional Emotional Intelligence (EQ): Outstanding interpersonal and communication skills, with experience engaging diverse audiences, from 1:1 conversations to large-group presentations. + Commercial Acumen: A commercially astute professional able to align business objectives with organisational goals, balancing customer needs and operator requirements while driving revenue growth.