Customer Success Director

About the role

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

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