Director of Customer Success

<div class="content-intro"><p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-stringify-type="bold">We’re reinventing payments.</strong></span><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Now, over 150,000 customers across four countries choose to transact billions with us every year.</span><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">But we’re just getting started.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.</span></p> <p style="line-height: 1.4;">&nbsp;</p></div><h3><strong><span style="font-size: 12pt;">The Role...</span></strong></h3> <p><span style="font-size: 12pt;">Reporting directly to the SVP of Sales and Customer Success, you will be a core member of the revenue leadership team. You are responsible for the health, retention, and growth of our existing portfolio of customers. This is a "Leader of Leaders" role; you aren't just managing accounts, you are building the global engine that ensures every merchant—from small businesses to global enterprises—realises maximum value from Dojo.</span></p> <p><span style="font-size: 12pt;">You will sit at the centre of the post-sales universe, aligning Customer Success with Sales, Product, and Support to help enable&nbsp; a seamless customer lifecycle and drive revenue expansion. You are a strategic operator with a commercial mindset who can build high-performing teams, design scalable processes, and act as a senior advocate for our customers at the highest levels of the business.</span></p> <h3><strong><span style="font-size: 12pt;">What You’ll Do...</span></strong></h3> <ul> <li><span style="font-size: 12pt;">Customer Success Strategy: Design and execute a scalable CS strategy that delivers high-touch, white-glove service for Strategic accounts and an efficient Scaled model for higher-volume segments.</span></li> <li><span style="font-size: 12pt;">Lead a Multi-Disciplinary Org: Leadership of a broad team comprising Account Management,Implementation and Customer Engineering across numerous customer segments. You will be responsible for hiring, professional development, and performance management across the department to build a world-class team.</span></li> <li><span style="font-size: 12pt;">Commercial Growth &amp; Retention: Lead the strategy for renewals and identify expansion opportunities within the existing portfolio. You will be responsible for accurate forecasting and building the playbooks that mitigate churn.</span></li> <li><span style="font-size: 12pt;">Executive Advocacy: Act as an executive sponsor and escalation point for Dojo's most strategic customers, building long-term relationships with C-suite stakeholders.</span></li> <li><span style="font-size: 12pt;">Operational Excellence: Architect the tech stack&nbsp; to create a "Single Source of Truth" for customer health, allowing the team to be proactive rather than reactive.</span></li> <li><span style="font-size: 12pt;">Voice of the Customer: Provide a continuous feedback loop to the Product and Engineering teams, ensuring the roadmap is directly influenced by real-world customer needs.</span></li> </ul> <h3><strong><span style="font-size: 12pt;">What You’ll Bring...</span></strong></h3> <ul> <li><span style="font-size: 12pt;">Strategic Leadership: 10+ years in Customer Success, Account Management, or Sales, with at least 5+ years in a senior leadership role (Director+) managing other managers.</span></li> <li><span style="font-size: 12pt;">Scaled Operations: Experience managing diverse segments, including the ability to build "Digital Success" (high-volume, low-touch) models alongside "Strategic Success" (high-touch, low-volume) models.</span></li> <li><span style="font-size: 12pt;">Commercial DNA: You thrive in a revenue-aligned environment. You&nbsp; understand the economics of a SaaS/Fintech business model and have a proven track record of driving growth.</span></li> <li><span style="font-size: 12pt;">Methodology Mastery: Fluency in qualification and value-based frameworks such as MEDDIC, BANT, or SPICED to ensure consistent account planning and discovery.</span></li> <li><span style="font-size: 12pt;">Executive Presence: The ability to command a room, whether it’s an internal board meeting or a high-stakes renewal negotiation with a key client.</span></li> <li><span style="font-size: 12pt;">Data Fluency: An obsession with performance metrics. You know how to use CRM data to identify leading indicators of customer health and opportunities for growth.</span></li> </ul> <p><br><span style="font-size: 12pt;">&nbsp;</span></p><div class="content-conclusion"><p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Dojo home and away</strong></span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">That's why we have an office-first culture. This means working from the office 4+ days per week.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.</span></p> <p style="line-height: 1.4;"><span style="font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt;"><br></span><span style="font-size: 12pt;"><strong>Question: what’s curious, relentless, and customer obsessed?</strong></span></span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If the following speak to you, let’s talk:</span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re curious. You have a real desire to learn and create.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re relentless. You keep going even when it’s easier not to.&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re customer-obsessed. You know how important customers are to what you do.&nbsp;</span></li> </ul> <p style="line-height: 1.4;">&nbsp;</p> <h4 style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Diversity, equity, and inclusion at Dojo</strong></span></h4> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.&nbsp;</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.&nbsp;</span></p> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Visit <a href="https://www.dojo.careers">dojo.careers</a> to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.&nbsp;</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">#LI-Hybrid</span></p></div>