Customer Success Manager

Overview

We are seeking a Director of Customer Success to lead our Customer Success team and drive the strategic initiatives that ensure our clients’ success. This role is integral to our mission of providing exceptional service, facilitating smooth client journeys, and delivering measurable business outcomes.

The Director of Customer Success will be responsible for leading and scaling the Customer Success function at Full Fabric, including overseeing both strategic client engagement and technical services. This individual will develop and implement processes, frameworks, and best practices to drive client satisfaction, retention, and growth. As a leader, the Director of Customer Success will ensure that the team aligns with Full Fabric’s overall business objectives, working closely with other departments to provide a seamless client experience.

This role will oversee the entire Customer Success team, including Customer Success Managers (CSMs), Customer Evangelists and Technical Support Analysts. The ideal candidate is a strategic thinker with a strong background in customer success, enterprise software, and managing complex client relationships.

Key Responsibilities

In this role, you will be responsible for the following:

Leadership and Team Development

• Lead and mentor the Customer Success team, including CSMs, Customer Evangelists, Customer Success Analysts and Technical Support Analysts.

• Set clear objectives and performance goals for the team, ensuring alignment with Full Fabric’s strategic priorities.

• Foster a culture of continuous learning and development, providing coaching, feedback, and growth opportunities for team members.

• Oversee hiring, training, and onboarding of new team members to build a high-performing team.

Strategic Planning and Client Engagement

• Develop and execute the strategic vision for the Customer Success function, focusing on client retention, satisfaction, and revenue growth.

• Work with the team to create and execute tailored customer success plans that drive product adoption, client engagement, and long-term satisfaction.

• Engage directly with senior client stakeholders, providing strategic guidance and ensuring alignment between client goals and Full Fabric’s solutions.

• Drive Quarterly Business Reviews (QBRs) and executive-level check-ins to ensure clients are on track to meet their goals.

Process Development and Best Practices

• Design, implement, and refine processes and best practices for client onboarding, adoption, customer health monitoring, and renewal management.

• Develop playbooks and frameworks, ensuring consistency and scalability in client engagements.

• Implement tools and technologies that enhance the team’s ability to monitor client health, track usage metrics, and deliver value to clients efficiently.

• Ensure that processes for customer feedback loops and escalations are in place and functioning effectively.

Customer Retention and Growth

• Develop strategies to drive client retention, reduce churn, and identify opportunities for upsell and cross-sell within the existing client base.

• Oversee the renewal process, working closely with CSMs to ensure smooth renewals and proactive discussions about service expansion.

• Analyse customer health data to identify at-risk accounts and develop intervention strategies to retain them.

• Collaborate with the Sales team to support expansion opportunities and strategic account growth.

Integration with Professional Services

• Ensure seamless collaboration between CSMs and the Professional Services team for complex implementations, integrations, and customisations.

• Develop processes that ensure smooth transitions from technical implementation to ongoing client success management.

Cross-Functional Collaboration

• Work closely with Product, Marketing, Sales and Professional Services teams to ensure a cohesive client experience and alignment with product strategy.

• Serve as a key advocate for clients, providing feedback to the Product team to influence the product roadmap and feature prioritisation.

• Partner with Marketing to develop case studies, testimonials, and advocacy programs that highlight client success stories.

• Collaborate with the Sales team on account strategies and strategic client engagements.

Reporting and Metrics

• Define and track key performance indicators (KPIs) for the Customer Success team, including customer retention rates, Net Promoter Score (NPS), client health scores, and expansion metrics.

• Provide regular reports to Full Fabric’s executive team, outlining customer success performance, challenges, and opportunities.

• Use data and analytics to inform strategic decisions, continuously optimising the customer success approach to drive better outcomes.

Requirements

We’re looking for someone with the skills and experience to excel in a fast-paced, dynamic environment:

• Experience

• 7+ years of experience in Customer Success, Technical Support, Professional Services, or related roles, with at least 3+ years in a leadership or management position.

• Proven track record of managing complex client relationships within a B2B SaaS or enterprise software environment.

• Experience overseeing technical support operations or working closely with support teams is highly desirable.




Skills

• Strong leadership and team-building skills, with the ability to inspire, motivate, and develop a diverse team.

• Excellent strategic thinking and problem-solving skills, with the ability to align team efforts with broader business goals.

• Exceptional communication and interpersonal skills, with a talent for building relationships with clients and internal stakeholders.

• Proficiency in using customer success and support tools, including CRM platforms and ticketing systems, to track engagement, monitor client health, and report on KPIs.

• Data-driven mindset with a keen ability to analyse data, identify trends, and drive decisions based on insights.




Knowledge

• Deep understanding of customer success best practices, processes, and methodologies, especially in an enterprise software context.

• Familiarity with technical support processes, including ticket handling, escalation management, and issue resolution.

• Strong understanding of how customer success intersects with sales, product development, and technical support.

What We Offer

Here's what we offer to support your growth, well-being, and success at Full Fabric:

• Competitive Salary: We understand the value of top talent and are committed to offering market-leading compensation packages that reflect the expertise and value our team members bring to our company.

• Remote Flexibility: Embrace the future of work with our fully remote working option and experience the benefits of remote work. At Full Fabric, we support your choice to work from a dedicated home environment, ensuring a healthy work-life balance while maintaining a productive and professional workspace.

• Comprehensive Health Insurance: Your well-being is our priority. That's why we offer comprehensive health insurance to all our team members, ensuring you are protected and have access to the best healthcare options.

• Home Office Budget: We’re committed to helping you create a comfortable and productive workspace at home. We provide a dedicated budget to support you in setting up your home office, ensuring you have everything you need to succeed and perform at your best.

• Professional Growth: At Full Fabric, we're committed to your professional development. You'll have opportunities to attend industry conferences, participate in training programs, and access a wealth of resources to help you grow in your career and stay ahead in the field.

• A Culture of Excellence and Innovation: Join a team of forward-thinking professionals who are passionate about making a difference in software and education. Our culture fosters innovation, encourages collaboration, and supports your ideas to improve and expand our impact.

• Making a Difference: Your work at Full Fabric will be more than just a job. It will contribute to transforming the educational landscape, making high-quality education more accessible and impactful through technology.

If you feel you’re the right fit for this role we’d love to hear from you.

Note: At Full Fabric, we are committed to providing a positive and respectful interview experience for all candidates. While we strive to offer personalised feedback, the volume of applications makes this impossible. Rest assured, each application is reviewed with care, and we truly appreciate your interest in joining our team and contributing to the future of educational technology.