Director, Customer Success, EMEA

TITLE: Director, Customer Success, EMEA

DEPARTMENT: Sales

REPORTING TO: Vice President, Global Customer Success   

Team Overview

Our Customer Success and Sales teams are a dynamic and collaborative group committed to driving growth in the fintech space. We operate globally with teams based in 11 countries ensuring we provide seamless coverage and support for our global client base.

Our Inside Sales team works closely with regional Sales teams including Marketing and Customer Success teams to ensure a strategic approval to driving revenue. As part of a fast-paced environment, the team thrives on innovation, continuous learning, and celebrating individual and collective success.

Role Overview

As a Director, Customer Success, you will lead regional Customer Success Managers focused on financial services and responsible for the end-to-end customer lifecycle. Your goal is to ensure our solutions drive adoption, deliver value, and enhance the customer experience across some of the most high-pressure, real-time trading environments in the world.

• Customer Lifecycle Strategy: Drive the customer lifecycle strategy, ensuring a seamless experience from onboarding to adoption, expansion, and renewal.
• Team Leadership: Guide a team of Customer Success Managers responsible for building strong relationships with end users, walking the trading floors, and providing proactive support.
• Oversee Customer Health Metrics - Monitor and analyze internal and external KPIs and metrics to assess performance, adjust tactics, and identify areas for improvement within the customer lifecycle.
• Develop and Implement Customer Success Playbooks - Ensure proactive customer engagement and product adoption, tailored for trading floors.
• Act as a Strategic Advisor - Provide strategic advice to C-Suite stakeholders, trading desk managers, and technology teams within our customer base.
• Own and Optimize Renewal and Expansion Strategies - Drive Net Revenue Retention growth, support the team in leading contract renewals, and lead contract negotiations, renewals, and pricing discussions.
• Collaborate with Sales Leadership Team - Align on priorities and create an environment of partnership and shared goals between customer success and sales.
• Design and Refine Processes - Work with internal cross-functional teams, including Sales, Product, Operations, and Finance, to resolve customer issues sustainably and repeatably.
• Translate Insights into Actionable Insights - Communicate insights from your team and IPC customers to stakeholders within the organization while fostering collaboration.
• Be a Point of Contact for Escalation Customers - De-escalate challenging situations effectively.
• Stay Informed on Market Trends - Identify new opportunities and refine sales approaches based on market trends, industry developments, and competitor activities.

Essential Skills and Experience to be Successful in the Role: 

• 10 + years of experience in Customer Success, Account Management or Relationship Management with at least 5 years in a leadership role.
• Previous experience or a solid understanding of financial services and financial technology products and services or previous experience in SaaS or technology-focused role.
• Proven ability to manager customer relationships end-to-end from onboarding to renewal.
• Experience implementing customer success strategies that drive high adoption, retention and expansion.
• Demonstrated experience building and scaling a high-touch Customer Success team including hiring, training, and performance management in a technology or SaaS environment.
• Strong ability to analyze customer usage data, retention trends and engagement metrics to drive strategy.
• Ability to present quarterly business reviews (QBRs) and performance reports to executive stakeholders.
• Advanced knowledge of CRM software (i.e. Salesforce) and for pipeline management, reporting, and engagement.
• Strong understanding of financial services clients, particularly in trading technology and network connectivity solutions with a focus on building lasting relationships.

What’s in It for You? 

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. 

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:       

•    Competitive Base Salary and Commission Plan
•    Private Medical Insurance, Dental Insurance and Optical Reimbursement
•    Salary Sacrifice Pension Scheme 
•    25 Holidays per Year Plus Public Holidays 
•    Additional Time off for Charity Work and Volunteering 
•    Tuition Reimbursement 
•    Certification Bonus Program
•    Access to “IPC University” our Internal E-Learning Platform 
•    Structured Onboarding Training and Peer Mentor Support
•    Enhanced Parental Leave 
•    Wellness Program
•    Fitness Membership
•    Cycle to Work Scheme
•    Season Ticket Loan 
•    Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC’s Work Culture:  

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.  

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.  

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.