Senior Client Success Director

Job description

Disconnection breaks compliance.
 
Across the UK, organisations are still managing compliance, facilities, safety, supply chains and training through separate systems, fragmented data and siloed teams. That creates gaps. Gaps create risk. And risk, left unmanaged, can have serious consequences.
 
Vantify was built to change that.
 
We bring software, expert services and intelligence together in one connected ecosystem, giving organisations a single vantage point across everything that matters. Our mission is simple: to set the standard in connected compliance.
That makes Vantify an exciting place to work. We are building a business that helps clients see more clearly, act more confidently and manage risk before it becomes a problem. Whether you work in sales, marketing, technology, consultancy, customer success, service delivery or operations, you are part of the same ambition: helping organisations move from disconnected compliance to one connected way of working.
 
We are looking for people who want to make things better. People who bring judgement, energy and ownership. People who care about doing work properly, supporting clients well and building something with lasting value.
 
Compliance. Connected.

Job requirements

Our Senior Client Success Director is responsible for the strategic management, retention and growth of a portfolio of Tier 1 Enterprise clients, while also providing day-to-day leadership and direction to our Client Success Managers. Working closely with the Head of Client Services and fellow Client Success Directors, you will help shape, embed and continuously improve the client success function, ensuring consistent client experience, strong commercial discipline and clear alignment to Vantify’s wider growth strategy.
 
This is a senior, commercially focused leadership role, combining hands-on ownership of high-value enterprise relationships with responsibility for coaching, supporting and developing Client Success Managers to deliver strong retention, account growth, client advocacy and operational excellence.

Job responsibilities

Team Management

• Lead, coach and support the Client Success Manager team, creating clarity of priorities, consistent ways of working and a strong culture of ownership, accountability and client focus.
• Provide direction, guidance and practical support to Client Success Managers in managing their client portfolios, including escalations, growth opportunities, renewal risks and stakeholder engagement.
• Set clear, measurable objectives for the team and evaluate performance regularly.
• Lead and manage the team effectively, conducting one-on-ones, performance reviews, and providing guidance and feedback.
• Identify training needs, support skill development, and coordinate training programs.
• Act as the primary escalation contact, liaising between the team and the wider business communicating key updates.
• Act as a senior point of escalation and subject matter support for the Client Success Manager team, keeping the Head of Enterprise Client Management informed of key client developments, risks, opportunities and resourcing needs.

 
Account Development & Retention

• Collaborate with the Head of Enterprise Client Management and other Client Success Directors to embed strategic account management plans across clients, ensuring a joined-up approach to retention, growth and service quality.
• Own and develop strategic account plans for Tier 1 Enterprise clients, ensuring clear objectives, stakeholder mapping, renewal planning, growth opportunities and measurable client outcomes.
• Identify expansion, cross-sell and value creation opportunities across enterprise accounts, working collaboratively with Client Success, Business Development, Consultancy, Product and Service Delivery colleagues.
• Implement long-term strategies to align with client goals and retention targets.
• Oversee contract renewals, support negotiations, and ensure retention objectives are met.

 
Client Relationship Management

• Directly manage and nurture strategic relationships with Tier 1 Enterprise clients, including senior and board-level stakeholders, acting as a trusted partner and primary senior contact for key accounts.
• Build multi-threaded client relationships across operational, commercial and executive stakeholder groups to protect retention, deepen engagement and increase account resilience.
• Handle escalations and inform clients of high-risk issues per established protocols.

 
Reporting & Analysis

• Support and produce monthly/annual client reports, developing tools to track team performance.
• Prepare and present client performance insights, analysing feedback for improvements.
• Provide monthly updates to the Chief Client Success Officer on company achievements.
• Assist in budgeting for accounts, ensuring revenue growth and cost efficiency.

 
Operational Excellence

• Coordinate with internal teams to ensure accurate and timely service delivery.
• Ensure compliance with standards and manage necessary system updates.
• Support client onboarding, contract mobilization, and training updates.
• Conduct health and safety consultancy activities as required.

 
Stakeholder Management

• Maintain trusted relationships with enterprise clients, key decision-makers, internal senior leaders and cross-functional stakeholders, ensuring Vantify presents a coordinated, credible and commercially aware approach.
• Collaborate with the Chief Client Success Officer, Head of Enterprise Client Management, other CSDs and wider business leaders to share insight, improve consistency, develop best practice and strengthen the overall client success proposition.
• Represent the company in negotiations with clients and suppliers to secure optimal contract terms.

Job benefits

Qualifications

• NEBOSH Health & Safety Diploma (or equivalent professional qualification).
• Relevant professional membership or accreditation within Health & Safety, Fire Safety, Asbestos, Legionella, Facilities Management, or a related discipline is desirable.

 
Experience

• Proven success in a senior leadership, commercial management or client success role.
• Significant experience leading and developing high-performing teams.
• Experience advising on Health & Safety, Fire Safety, Asbestos and/or Legionella compliance.
• Strong understanding of consultancy, SaaS and professional services environments.
• Commercially astute, with experience driving client retention, growth and profitability.
• Strong financial, stakeholder management and influencing skills.
• Excellent leadership, organisational, analytical and problem-solving abilities.

Our Values 
All colleagues will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focusing on solutions. We listen to understand client needs, delivering expert guidance and a high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focusing on innovation.  
 
Role Details 

• Salary: £55,000+ plus car allowance of £5500 and a 10% bonus
• Location: Remote with travel to meet colleagues and clients
• Working Pattern: 37.5 hours per week across Monday to Friday from 9am – 5:30pm
• Reporting to: Head of Enterprise Client Management

 
Why join us?
We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.
 
Our benefits
We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Annual Leave: 25 days holiday in addition to usual bank holidays.
• Wellbeing – Health cash plan, company sick pay scheme, gym discounts, cycle to work scheme, mental health first aiders and an enhanced employee assistance programme
• Financial – Salary sacrifice pension scheme, exclusive shopping discounts, EV Salary Sacrifice scheme, access to affordable ways to buy white goods and tech
• Family – We enhance statutory family leave entitlements, run charity events throughout the year to support our charity partner Mind, provide group life insurance and offer a one‑off two‑week paid life‑event leave after five years of service.
• Community – Volunteer days, religious holiday swaps and proud Bronze Award status under the Armed Forces Covenant Employer Recognition Scheme, reflecting our commitment to supporting veterans, reservists, service leavers and military families.
• Social – We host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – We’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library

 

NEBOSH Health & Safety Diploma or equivalent; proven senior leadership and client success experience; experience leading high-performing teams; knowledge of health, safety, fire, asbestos, and legionella compliance; strong commercial and financial acumen.

Key Responsibilities

• managing client portfolios
• leading client success team
• driving account growth

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United Kingdom
• Salary: GBP 55,000 – 55,000 / year
• Languages: English

Benefits

• Generous paid time off
• Retirement plan
• Generous parental leave

About Vantify

A connected compliance ecosystem bringing software, expert services, and intelligence together. — Industry: Information Technology