Director of Customer Success
On-site · London, England, United Kingdom
Job Summary
The Director of Customer Success oversees the end-to-end subscriber lifecycle for Daily Mail & Daily Mail+, owning onboarding through long-term retention and revenue maximisation. Accountable for reducing churn and maximising lifetime value, the role shapes retention strategies, subscriber journeys across touchpoints, and data-driven CRM communications to drive engagement. Collaborates with Acquisition, Product, Editorial, and Analytics to grow the subscriber base, influences pricing and LTV modelling for commercial decisions, and leads a senior team to deliver high-impact customer experiences. Reports to the Group MD Subscriptions and requires a customer-obsessed, commercial mindset and a track record of leading people for at least 5 years.
Required Qualifications
- Senior experience in customer success, retention, or lifecycle marketing — ideally with experience in subscriptions within a digital business; experience in the media industry would be an advantage, though not essential
- A customer-obsessed and commercial mindset, with a data-driven approach
- Strong commercial acumen with a track record of owning churn, LTV, and revenue metrics
- Deep understanding of CRM and data-led personalisation
- A strategic thinker who can also operate at pace in the detail
- A minimum of 5 years of experience of leading people
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