Interim Director of Customer Success (Mat Leave Cover)

We are a fast-growing SaaS provider delivering mission-critical solutions to some of the world’s largest global enterprise clients. To cover an upcoming maternity leave, we are looking for an experienced, high-caliber Interim Director of Customer Success to lead our CS function, maintain operational excellence, and drive strategic delivery.

TL;DR
- Mat Leave Cover (Contract for 15-months, extendable)
- 20 hours/week
- Fully remote from Poland
- No portfolio to manage; only team leadership and strategic execution

The Role

In this part-time interim role, your focus will be strictly on leadership, strategy, and operational execution while our current Director is on leave.

Note: You will not manage your own portfolio of accounts. Instead, you will empower your team to deliver exceptional value to our enterprise clients while ensuring our CS strategy aligns with company growth goals.

Key Responsibilities

• Team Leadership: Lead, mentor, and manage a high-performing team of 10 FTEs across the CS function.

• Strategic Delivery: Oversee the execution of our enterprise customer success strategy, ensuring high retention, satisfaction, and health metrics across our global client base.

• Operational Excellence: Optimize CS processes, internal workflows, and cross-functional collaboration (with Sales, Product, and Support) to ensure the team operates efficiently.

• Escalation & Advocacy: Serve as a strategic escalation point for the team, providing guidance on complex enterprise client dynamics without taking on day-to-day account management.
  

Requirements

• Leadership Experience: Proven track record in a Director-level (or equivalent) Customer Success role.

• Enterprise Expertise: Deep experience working with large-scale, global B2B enterprise clients and navigating complex corporate stakeholders.

• SaaS Background: Strong preference for candidates with experience in the B2B SaaS industry, understanding modern CS metrics (NRR, NPS, etc).

• Location: Must be legally based in Poland (working fully remotely).

• Communication: Flawless professional English (both written and spoken) is required to collaborate with our global team and client base. Fluency in Polish would be an advantage.
  

Collaboration

• A fully remote working environment and a 20-hour workweek.

• Competitive contract-based compensation (B2B).