Customer Success Director (AI Solutions & SaaS)

Job Purpose

The Customer Success Director (AI Solutions & SaaS) is responsible for leading the company's customer success strategy to maximise customer adoption, satisfaction, retention, and lifetime value across I Concept's portfolio of proprietary and subscription-based ICT products and Software-as-a-Service (SaaS) solutions.

The role oversees the end-to-end customer lifecycle for the company's AI-powered customer engagement platforms, including the RevSales SaaS platform, AI Chatbot solutions and E-Commerce software solutions. Working closely with the Sales, Product Development, Marketing, and Technical Delivery teams, the Customer Success Director ensures customers successfully adopt the company's ICT products, achieve measurable business outcomes, and continuously expand their use of the company's technology solutions.

The role is responsible for developing customer success frameworks, driving software adoption, enhancing customer experience, generating customer insights, and implementing strategies that improve customer retention, recurring subscription revenue, upselling, cross-selling, and long-term commercial value.

Key Responsibilities

1. Develop Customer Success Strategy and Client Lifecycle Management

• Develop and implement customer success strategies that maximise customer satisfaction, retention, software adoption, and customer lifetime value across the company's ICT products and SaaS solutions.

• Oversee customer profiling and segmentation to deliver differentiated engagement strategies based on customer business needs, industry sectors, and technology maturity.

• Define customer success objectives, critical success factors, service standards, and performance frameworks to measure customer outcomes and business value.

• Establish customer journey frameworks covering onboarding, implementation, adoption, expansion, renewal, and long-term account development.

• Develop customer health scoring models and engagement frameworks to proactively identify growth opportunities and mitigate customer risks.

2. Lead Customer Onboarding and ICT Product Adoption

• Lead the development and continuous enhancement of customer onboarding programmes for the company's AI Chatbot solutions, RevSales SaaS platform, E-Commerce solutions, CRM, marketing automation, and digital transformation products.

• Formulate onboarding methodologies, implementation frameworks, and success metrics to accelerate software adoption and customer value realisation.

• Advise on the design of onboarding programmes and customer engagement journeys based on customer profiles, business objectives, and operational requirements.

• Develop frameworks to measure onboarding effectiveness, customer engagement, product utilisation, and business outcomes.

• Work closely with implementation and technical teams to ensure successful deployment and adoption of ICT products.

• Foster collaboration across internal functions to continuously improve onboarding processes and customer experience.

3. Drive Customer Growth, Retention and Revenue Expansion

• Establish customer retention strategies that improve subscription renewals, customer loyalty, and recurring software revenue.

• Lead the development of customer expansion strategies through upselling, cross-selling, and the adoption of additional ICT products and software modules.

• Partner with Sales and Marketing teams to develop customer engagement programmes, educational campaigns, and marketing initiatives that support customer growth.

• Build and maintain executive-level relationships with customer decision-makers and business influencers to identify future business opportunities.

• Develop customer success plans that strengthen long-term strategic partnerships and improve customer lifetime value.

4. Generate Customer Insights and Drive Continuous Improvement

• Analyse customer behaviour, software usage patterns, operational challenges, customer feedback, and business outcomes to identify factors influencing successful ICT product adoption.

• Synthesise insights from market developments, emerging technologies, customer feedback, and competitive intelligence to strengthen customer success strategies.

• Design engagement approaches to understand customer business challenges, operational requirements, and future digital transformation opportunities.

• Advise on recommendations and action plans that enable customers to derive greater value from the company's ICT products and services.

• Develop case studies and customer success stories that demonstrate measurable business outcomes achieved through the company's AI and SaaS solutions.

5. Drive Customer Success Operations and Organisational Excellence

• Manage budget utilisation and optimise resource allocation across customer success initiatives and projects.

• Monitor customer success performance through key performance indicators, including customer satisfaction, customer retention, software adoption, customer health, churn rate, Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), Customer Lifetime Value (CLV), upselling, and cross-selling performance.

• Recommend operational improvements that enhance customer engagement, service quality, and organisational efficiency.

• Develop customer success governance frameworks, service standards, and best practices that support scalable business growth.

6. Lead Team Development and Customer Success Capability Building

• Manage team performance through coaching, performance reviews, competency development, and continuous learning initiatives.

• Develop learning roadmaps and capability-building programmes to strengthen customer success, consultative engagement, SaaS adoption, customer analytics, and digital transformation competencies.

• Promote collaboration across Sales, Marketing, Product Development, and Technical Delivery teams to achieve customer success objectives.

• Build organisational capabilities in customer success management, SaaS subscription growth, customer engagement, and digital customer experience management.

• Foster a customer-centric culture that drives continuous improvement, innovation, and long-term customer partnerships.