Deputy Director of Customer Success (maternity cover)

Reporting to: Director of Customer Success & Services

Team Size: 11

Working Environment: Hybrid/flexible home working with regular in-person team meet-ups

Leadership: This role deputises the Director of Customer Success & Services on the Senior Leadership Team and may attend SLT meetings as required.

Position Overview

The Deputy Director of Customer Success is a senior role at Enroly, responsible for leading the Customer Success team and ensuring our university clients achieve strong outcomes and maximum value from our platform and services.

The role reports to the Director of Customer Success & Services and manages a total team of 11 Customer Success professionals. While the primary focus is on Customer Success, the Deputy Director also plays a supporting leadership role across the wider Services function.

Although the Deputy Director does not manage the Services team day-to-day, they work closely with the Head of Services and the Director of Customer Success & Services to ensure alignment, performance, and coordination across both teams.

Key Responsibilities

Customer Success Leadership

• Lead and develop the Customer Success team to deliver exceptional client outcomes, driving platform adoption, satisfaction, and retention.
• Oversee the full post-sale lifecycle, from onboarding to renewal, ensuring value delivery and a consistent client experience.
• Partner with Sales on renewal planning and identifying upsell opportunities within existing accounts.
• Ensure effective use of CRM and other platforms to track engagement, performance, and risks.
• Use data and customer feedback to guide improvements, anticipate issues, and inform wider business decisions.

Deputy to Director of Customer Success & Services

• Serve as second-in-command to the Director of Customer Success & Services, contributing to strategy development and operational input across the Customer Success & Services division.
• Provide strategic support and coordination across both Customer Success and Services (BPO), without direct operational responsibility for the Services team.
• Collaborate with the Head of Services to ensure alignment of goals, processes, and service standards.

Cross-functional Collaboration

• Represent the voice of the customer across Product, Solutions, Engineering, Sales, and Data teams.
• Ensure effective onboarding, support, and delivery processes in partnership with cross-functional colleagues.

Leadership & Development

• Drive a high-performance culture within the Customer Success team.
• Provide coaching, training, and support to develop team capability and support career progression.
• Contribute to wider team development and internal improvement initiatives.

Insights & Reporting

• Own reporting for Customer Success KPIs, SLAs, and customer health metrics.
• Support reporting and planning processes led by the Director of Customer Success & Services.

Your Experience

Essential

• Demonstrated success in a senior client-facing leadership role, ideally within a B2B SaaS or higher education environment.
• Proven experience leading or scaling a Customer Success or Account Management team.
• Strong understanding of CRM tools, customer success frameworks, and service-level reporting.
• Skilled in using data to inform strategy, manage performance, and address risks.
• Deep knowledge of the international student recruitment lifecycle and university challenges.
• Excellent collaboration skills and the ability to influence across functions.
• Bachelor’s or Master’s degree.
• Full right to work in the UK.
  
  

Desirable

• Experience contributing to the leadership or alignment of a service delivery or BPO team.
• Background in a fast-scaling technology business.