Director of Customer Success

📍Location: London (Hybrid) 🕛Job type: Full time Who we are At Tenzo, we’re transforming the way restaurants operate. Our Restaurant Reporting & Intelligence platform brings together data from multiple systems to deliver real-time, actionable insights — helping operators boost sales, cut waste, and run smoother businesses. As one of our customers put it, “It’s helped us make smarter, faster decisions and spot opportunities we might have missed before.” We’re a team of food lovers and tech enthusiasts backed by top-tier Silicon Valley investors and guided by awesome advisors including Jane O'Riordan and Floor Bleeker. We partner with leading hospitality brands like IHG hotels, Knoops, JKS, and Time Out Markets — and we’re just getting started. Join us on our mission to help restaurants around the world move from surviving to thriving. Diversity and Inclusion Tenzo is an equal-opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status. About the role As the Director of Customer Success, you will serve as the architect of our post-sales commercial strategy, holding department-wide oversight for all proactive success and account management functions. In this high-impact leadership role, you will be directly accountable for Tenzo’s Gross and Net Retention targets, bringing deep expertise in customer success to drive revenue protection and our long-term growth. Beyond team management, you will act as a critical strategic bridge, resolving the complex tensions between evolving customer demands and product reality to ensure our partnerships remain scalable and successful. Your Mission Define and execute the overarching post-sales commercial strategy, providing department-wide leadership across all proactive success and account management functions. Maintain direct accountability for company-wide Gross and Net Retention (NRR) targets, ensuring long-term financial stability and growth. Manage and scale our Customer Success team, fostering a culture of accountability, continuous improvement, and customer focus. Act as the key bridge between evolving customer requirements and product capabilities, resolving complex tensions to ensure sustainable product-market fit. Serve as an internal and external subject matter expert on customer success innovation, implementing best-in-class methodologies to safeguard the customer lifecycle. Lead the implementation of AI-driven workflows and autonomous agents to streamline customer success operations, driving efficiency and enhancing the scalability of our post-sales processes. About you Extensive senior leadership experience in Customer Success within the SaaS sector, including management experience, leading a team of Customer Success Managers. A demonstrable track record of meeting or exceeding KPIs, with a specific focus on driving renewal achievements and Net Retention Rate (NRR) growth. Proven ability to hire, onboard, and coach high-performing teams, using motivational qualities to foster professional growth. Extensive experience in leveraging data-based decision-making to develop and execute effective customer success strategies. Strong organisational and project leadership skills, with the interpersonal ability to manage complex, cross-functional initiatives. Exceptional written, oral, and presentation skills, with the ability to articulate complex concepts to both internal stakeholders and executive-level customers. Experience in designing and deploying autonomous AI agents and automated workflows that deliver measurable gains in post-sales scalability, efficiency, and operational throughput (desirable) Work perks and benefits Tenzo is committed to improving the general well-being of our team members. As our 'Passionate about our people' value states: we aim to create a supportive and diverse envi...