Customer Success Director

Strategic customer engagement

Build and maintain strong relationships with our customers at all levels, based on trust.

Stay present and engaged at every level of the stakeholder landscape, including getting into the detail of what is happening on the ground.

Understand customer priorities, funding lines, organisational objectives and their strategic direction.

Develop customer engagement strategies that position Rowden for long-term success.

Customer success

Make sure customers realise measurable operational value from Rowden capabilities.

Drive customer adoption and advocacy.

Identify emerging risks before they affect delivery or customer confidence.

Set up and maintain Customer Success Plans for strategic accounts.

Where customers are unhappy, take ownership, work with the business line teams and improve things.

Working across Rowden

Work hand-in-glove with the Business Line Leads and their teams. Share customer insight early, agree priorities together and act as one team in front of the customer.

Work with business line teams to maximise customer satisfaction and the uptake of our products and services.

Be a figurehead for Rowden's reputation as the company that wants to make things better. Advocate for doing the right thing by the customer and help drive that approach across the business, alongside the teams who deliver it every day.

Represent Rowden with confidence and competence in a wide range of settings, including complex commercial discussions with customers and industry partners.

Commercial growth

Identify opportunities to expand existing customer relationships.

Work alongside Sales to shape future opportunities.

Support strategic account planning.

Contribute to the growth of your accounts.

What success looks like We will look at:

The health of your assigned strategic accounts

Executive stakeholder engagement

Customer retention

Customer advocacy and Rowden's reputation with senior customers

Expansion opportunities created

How well you work with delivery, sales and business line teams

Within your first 12 months, we would expect you to have become a trusted contact in your accounts, put a Customer Success Plan in place for each, and built clear working routines with the sales and business line teams.

You don't need to tick every box below word for word. We are looking for a general profile, so if most of this sounds like you, we'd like to hear from you. What we're looking for

Credibility with senior customers. You have worked closely with senior military personnel in some capacity. Military service is welcome but not required.

Deep domain knowledge. You understand how defence works in practice and the pressures your customers face.

Experience in delivery, account management, customer success or a similar senior customer-facing role, ideally in defence, government or a related technical sector.

Commercial awareness. You can handle complex commercial situations with customers and industry partners, and you know when something doesn't add up.

Emotional intelligence. You are persistent and determined, and you can tell when to push and when to step back.

A hands-on style. You build trust by showing up and getting stuck in, and you are comfortable with the detail.

Reliability. You do what you say you will do, and you keep customers and colleagues informed when plans change.

A high-ownership, high-commitment mindset. You connect people and ideas, create opportunities and see things through.

Curiosity about technology, and the willingness to learn what our products do.

Nice-to-have:

Experience with customer success plans, account health measures or similar frameworks.

Experience working with, or supplying to, the UK Ministry of Defence or allied customers.

Existing security clearance.

The system doesn't always work for the people who depend on it, and Rowden is trying to improve it. This role puts you at the centre of that effort. You will shape how we show up for customers, and you will see the results in the hands of the people using our systems. If you want to help make things better and have the experience to do it, we'd like to hear from you.

We are committed to building a flexible, inclusive, and enabling company. Our aim is to create a diverse team of talented people with unique skills, experience, and backgrounds, so please apply and come as you are! We also recognise the importance of flexible working and support this wherever we can. We typically operate a flexible, hybrid-working model, with an average 3 days in the office each week (dependent on the role). We welcome the opportunity to discuss flexibility, part-time working requirements and/or workplace adjustments with all our applicants. Rowden is a Disability Confident Committed company, and we actively encourage people with disabilities and health conditions to apply for our roles. Please let us know your requirements early on so that we can make sure you have everything you need up front to help make the recruitment process and experience as easy as possible. Finally, if you feel that you don’t meet all the criteria included above but have transferable skills and relevant experience, we’d still love to hear from you!