Senior Director Customer Success, Ledger

Senior Director Customer Success

Ledger

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

As the Director of Customer Experience, you will revolutionize and transform Ledger’s Customer Success function, ensuring it evolves into a revenue enabler while maintaining operational excellence. This role focuses on scaling operations, driving growth, and integrating cutting-edge AI solutions to support Ledger's global customer base in both Consumer and Enterprise markets.

Job Responsibility:

Collaborate with Business Unit heads to drive revenue, growth, retention, monetisation of support, customer lifetime value and customer satisfaction
Establish the Customer Success department as a scalable pillar for IPO readiness
Foster a culture of excellence, collaboration, accountability, and learning
Develop and implement new revenue streams, premium support offerings, and upsell strategies
Lead integration of AI solutions to enhance customer experiences
Design flexible and scalable international support models
Analyze client data to improve customer experience and personalize offers
Collect client feedback to influence product roadmaps
Conduct technological monitoring to identify innovation opportunities in AI and Web3

Requirements:

Bachelor’s Degree or equivalent higher education certification
At least 15 years of experience in Customer Success within a global tech environment
Proven experience in scaling operations and driving large-scale transformations
Strong track record in AI-powered customer support and automation
Revenue-focused mindset with a history of monetizing customer service models
Experience in managing geographically dispersed teams at scale
Bold and inspiring leadership style, capable of navigating complex stakeholder environments
Deep customer-centric mindset, understanding both Consumer and Enterprise behaviors
Salesforce Service Cloud Certifications
Expertise in Lean Six Sigma, Agile methodologies, or similar process improvement frameworks

Additional Information:

Job Posted:
June 17, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.