Customer Success Director

Who We Are: Enhesa is the leading provider of regulatory and sustainability intelligence worldwide. As a trusted partner, we empower the global business community with the insight to act today and prepare for tomorrow to create a more sustainable future - positively impacting our environment, our health, our safety, and our future. Navigating the fast-changing compliance and sustainability landscapes, we help them understand not just what they should do (first) but also how to do it. Both in their unique business and anywhere in the world. Now and in the future. Our Mission: Identify EHS requirements for the industry Provide EHS compliance tools to companies Advise companies in developing and implementing corporate EHS strategies Enhesa’s core clients include Fortune 500 multinational companies. For more information, visit  www.enhesa.com As part of our highly dynamic team, we offer: A competitive salary package & benefits with a flexible home-working policy Work/life balance and a fast-paced and driven environment Accountability and pride for your projects Overview of the position   The Customer Success Director is a key leadership role, responsible for leading Enhesa’s customer success team in support of client retention, customer value, service adoption/training, and long-term account health. The role is accountable for achieving Gross Retained Revenue targets and ensuring that customer-facing teams operate effectively within a quarterly, target-driven commercial structure.   Reporting to the SVP Commercial, this position manages a team of four professional Customer Success Managers and is responsible for coaching the team towards their quarterly “plan to goal.” The Customer Success Director will ensure strong execution against renewal, retention, engagement, and customer success objectives, while maintaining a consultative and customer-centric approach.   The ideal candidate is an experienced B2B customer success leader with a strong commercial mindset, proven experience operating in a quarterly target-driven environment and preferably experience in a SaaS and/or high-growth business.   Main tasks and responsibilities   Own and deliver Gross Retained Revenue targets  across  Enhesa’s   P roduct and  C hemical intelligence  portfolio s   Lead, coach, and manage a team  of four Customer S ucces s Managers, ensuring clear accountability against individual and team goals   Translate quarterly business targets into actionable team plans , supporting each manager in working their accounts and activities towards their “plan to goal”   Establish a consistent operating rhythm  for forecasting, pipeline inspection, renewal readiness, customer health  reviews   and performance management   Drive customer retention  by ensuring proactive engagement, strong relationship management, and  timely  identification /mitigation  of renewal risks   Build and  maintain  executive-level customer relationships , acting as an escalation point and senior sponsor where  required   Collaborate closely  with Sales, Account Management, Product, Finance, and Marketing to support customer outcomes and commercial performance   Develop and  monitor  key customer  success  KPIs , including Gross Retained Revenue, renewal rates, customer health, engagement levels,  trainings ,  risk status, and customer satisfaction   Ensure Customer S ucces s Managers use CRM and customer success tools accurately  and consistently to manage accounts, document activity, and forecast outcomes   Support the development of scalable processes , playbooks, and best practices for renewals, customer engagement, risk management, and value realization   Represent the voice of the customer internally , sharing insights that support product development, operational improvement, and commercial strategy   Foster a high-performance, collaborative, and accountable team culture  aligned to  Enhesa’s  growth  objectives .   Key requirements   Education .  B achelor’s degree in  B usiness ,  M arketing or a similar field of study from an accredited university is  required .   Experience .  3 -5 +  years ’  experience managing  customer success  teams in a  b usiness-to- b usiness  (B2B)  environment in the  s oftware,  software as a service (SaaS),  IT, insurance, engineering, financial  services  or consultancy industry.     Proven ability to lead teams  in a quarterly target-driven commercial environment   Strong experience managing customer-facing professionals  against revenue, retention, or renewal targets   Clear understanding of Gross Retained Revenue  and the activities  required  to protect and improve retained revenue performance   Experience coaching teams through structured plans , performance reviews, pipeline management, and “plan to goal” execution   S trong familiarity with CRM systems and customer success platforms ; experience with Microsoft Dynamics, Salesforce,  Totango , or similar tools is  advantageous   Excellent customer relationship management skills , including executive-level communication and escalation handling   Strong analytical capability , with the ability to interpret customer health data, account trends, renewal forecasts, and performance metrics   Demonstrated ability to  operate  cross-functionally  with Sales, Product, Finance, Marketing, and Operations   Commercially astute , structured, and comfortable working in a fast-paced growth environment   Excellent interpersonal , presentation, negotiation, and conflict resolution skills   High levels  of professionalism , personal drive, ownership, and accountability   Collaborative team player  with the ability to share information, best practices, and feedback constructively .   Salary Range $100,000 — $120,000 USD If you are ready to join our journey, please apply! Equal Opportunity Employer Enhesa is an Equal Opportunity Employer. We celebrate d