Department : Sales
Location : Hybrid - London ( 2 days a week in the London office with travel to customer locations across the UK)
Reports to : Senior Director, New Business
Hours : 37.5 per week
Salary : Depending on experience
A quick note before you apply: This role is strictly UK-based and must be performed entirely within the United Kingdom; we do not employ remote staff overseas, nor do we offer relocation support. Candidates must have the legal right to work in the UK prior to commencing employment. While we hold a sponsor licence, visa sponsorship is only considered in exceptional circumstances and is not available as standard for this vacancy.
Role Overview:
We are looking for a commercially minded Director of Customer Success to transform and scale our Customer Success function.
Cambridge Spark is entering an exciting new chapter of growth. We are winning some of the UK's largest enterprises, securing multi-million-pound commitments and helping organisations transform their businesses through AI and Data. You will be regularly partnering with both strategic and operational stakeholders from across the technology, people, and business teams on the customer side. Our GTM organisation has become a high-performing commercial engine. Customer Success is central to the next stage of that growth. You will lead an established CS team and shape it into a strategically led function that drives customer value and commercial growth at enterprise scale.
You will build a function that establishes a world-class approach to demonstrating customer ROI, building strategic relationships with senior executives, and turning customer success into a measurable driver of revenue growth, customer engagement and client retention. With a rapidly expanding customer base amid strong commercial momentum this is a rare opportunity to build something of lasting importance and play a defining role in Cambridge Spark's next phase of growth.
Your mandate has the following core priorities:
Commercial Transformation: Build a proactive motion that strengthens buying relationships, generates qualified expansion opportunities and contributes to revenue growth.
Engagement and Renewals: Keep sponsors and learners engaged throughout their programmes, spot risk early, and secure renewals and repeat cohorts across our enterprise accounts.
Customer Value Creation: Define, measure and communicate the business impact of our AI and Data programmes, turning customer outcomes into renewed and expanded investment.
Team and Operating Model: Develop the current team, establish scalable processes and recruit enterprise-calibre talent to support our growth.
Key responsibilities:
Strategic Retention & Growth
Own the baseline, playing a key role in driving robust GRR/NRR across the client roster; helping to scale use cases carrying the highest customer value, and the greatest revenue opportunity for Cambridge Spark.
Work with Delivery to track learner progress, completion and achievement across our apprenticeship and custom programmes, and act early where engagement drops.
Build a Customer Success strategy that generates measurable CS-sourced pipeline and sales-accepted Customer Success Qualified Leads (CSQLs), working with Sales to turn opportunities into booked revenue.
Develop multi-threaded relationships with L&D champions, business sponsors and C-suite leaders; turn successful customers into advocates and references.
Customer Value Creation & ROI
Ensure your CSM team captures success criteria and business objectives during the sales process, and turn them into measurable success plans and structured handovers.
Drive strategic Quarterly Business Reviews (QBRs) that evidence measurable impact, address challenges and identify where customers should double down or change direction.
Build a data-led CS practice: capture data across the customer journey, use EDUKATE and delivery data to spot risks and improve the experience, and turn it into high-value client reporting…