You've mastered the art of customer success. You've managed portfolios, led QBRs, and turned clients into advocates. But have you ever built the entire function from the ground up?

At Execo, we are looking for a foundational leader to architect our global Customer Success capability from our strategic hub in Belfast. This isn't about running an existing playbook; it's about writing it. If you're ready to define strategy, build a world-class team, and own the success of our entire client base, this is your defining career moment.

Summary of Role
As our Director of Customer Success, you are both a player and a coach, responsible for architecting and leading our entire global CS function. Initially, you will act as the primary trusted advisor for key clients, establishing the gold standard for success. Concurrently, you will build the operational foundation—defining KPIs, crafting playbooks, and hiring and mentoring a world-class team of CSMs. This is a unique, hands-on leadership role where you will directly shape the culture and impact of customer success at Execo.

Your Impact & What You'll Do

Architect the Customer Success Blueprint: You will design, build, and scale our global CS strategy from the ground up. This includes defining the customer journey, setting foundational KPIs and metrics, and creating the playbooks that will guide our team to success.
Lead and Mentor a High-Performing Team: You will hire, train, and develop a team of Customer Success Managers, fostering a culture of excellence, proactive partnership, and deep customer advocacy.
Champion Premier Client Relationships: Initially, you will personally manage a portfolio of strategic accounts, setting the standard for what a trusted advisor relationship looks like at Execo and leading by example.
Drive Global Strategy and Collaboration: Serve as the voice of the customer to executive leadership. You will leverage your experience with offshore delivery models to optimize our global operations and collaborate with Sales, Product, and Delivery to drive a unified customer experience.

Why You'll Thrive at Execo
We are looking for a seasoned leader who is passionate about building something from scratch. You’ll thrive here because:

You Are a Seasoned Customer Success Leader. With 5+ years in B2B Customer Success, you have a deep understanding of what it takes to be a trusted advisor and are ready to transition from doing to leading.
You Are a Natural Builder and Strategist. You're excited by the challenge of a blank canvas. You have experience defining KPIs, creating processes, and building a function, not just working within one.
You Are a Passionate Team Builder and Mentor. You have a gift for identifying and developing talent. You're passionate about coaching CSMs and growing them into future leaders.
You Are an Expert in Global Operations. You have direct experience working with or managing teams in offshore delivery centers (especially the Philippines and India) and know how to build a successful global service model.
You Are a Dedicated Global Leader. You understand that leading a global team and serving US clients from our Belfast office requires a flexible schedule aligned with US business hours to ensure seamless collaboration and leadership.