Client Success Director

Job Role: Client Success Director

Location: Hybrid/Cardiff office 4 days per week 

Salary: up to £66,000 per annum

What We Can Offer You: Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources!

Why do we want you?

We’re looking for an accomplished and visionary Client Success Director to lead our customer engagement, operational excellence, and digital transformation initiatives at Astutis Ltd, a Wilmington plc company.

You’ll play a key role in driving customer satisfaction, retention, and growth while overseeing the digitisation and re-platforming of our customer success and operational systems.

Please note: At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!

In this pivotal leadership role, you’ll shape and drive the overall strategy for customer success and operational excellence at Astutis.

You’ll lead initiatives to enhance client satisfaction, retention, and growth while overseeing the digital transformation of our systems and processes.

Acting as a key bridge between our operations, technology, and leadership teams, you’ll ensure that every customer touchpoint delivers measurable value and a seamless experience.

This role requires both strategic thinking and hands-on delivery, balancing innovation, team leadership, and continuous improvement to support Astutis’ growth and long-term success.

You will be responsible for:

Strategic Direction

• Setting the overall vision and strategic plan for customer success, focusing on innovation, service excellence, and driving growth through retention and upselling.
• Digitisation & Re-platforming
• Leading the strategic digitisation of customer success and operational workflows.
• Driving the re-platforming of legacy systems to enhance customer experience and operational efficiency.
• Implementing scalable processes to improve service delivery.
• Partnering with Central Technology and Business Product & Data teams to ensure smooth platform integration and adoption.
• Leading all aspects of the transformation project, including people, process, and systems.
• Defining and monitoring KPIs to measure customer health, retention, and expansion.
• Managing communication, training, and cultural engagement to ensure teams deliver an outstanding customer experience.

Operations Senior Leadership (sick leave cover)

• Line managing the Head of Operations.
• Representing Operations at both Senior Leadership Team (SLT) and Board level.
• Overseeing day-to-day Operations across customer success, onboarding, and support.
• Managing high-level customer engagements and ensuring customer outcomes align with growth goals.
• Directing and developing a high-performing Customer Success team focused on proactive engagement.
• Managing budgets, costs, and vendor relationships.
• Creating scalable career pathways that align with new systems and business growth.

What’s the Best Thing About This Role?

You’ll have the opportunity to shape the entire customer experience and digital transformation journey for a market-leading organisation. This is a highly visible, strategic position where your ideas and leadership will directly influence the success of our clients, our people, and our business growth.

What’s the Most Challenging Thing About This Role?

Balancing strategic transformation with day-to-day operational leadership. You’ll need to be hands-on when required, while keeping a clear focus on long-term innovation and continuous improvement.

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

To be successful in this role, you must have:

• The ability to create and communicate a compelling strategic roadmap for all stakeholders.
• Proven experience leading project management, change, or digital transformation programmes.
• Strong analytical skills with the ability to translate data into actionable insights.
• Experience in setting and managing KPIs and performance metrics.
• Excellent people management and leadership skills.
• A willingness to contribute at all levels to ensure service delivery success.

To be successful in this role, it would be great if you have:

• A background in the training or people services industry.
• Experience in a previous company director or senior leadership role.
• Recognised project management qualifications.
• Strong written communication and presentation skills.

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

About us

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

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