Customer Success director

Customer Success Executive Lead (Customer Success Executive Lead, ERP Customer Success Executive Lead, ERP Customer Success Executive Lead) - Executive role reporting directly to the CEO

A Customer Success Executive Lead (Customer Success Executive Lead, ERP Customer Success Executive Lead, ERP Customer Success Executive Lead) is required by a well-established ERP software provider with over 250 long-term customers across the manufacturing sector. This organisation delivers powerful ERP solutions that typically support clients for 10-15 year partnerships, helping manufacturers streamline operations and maximise efficiency. With a strong reputation in the market and an ambitious roadmap around Cloud transformation, this is a rare opportunity to join the Senior Leadership Team, shaping the long-term customer journey and driving measurable value for a loyal client base.

To be successful in this role you should have:

Enterprise software experience ideally ERP.

Proven experience leading Customer Success, Support, or lifecycle management within ERP or complex enterprise software environments

Strong knowledge of service management discipline, governance, and structured support operations

Experience owning customer retention, renewals, and expansion strategies

This role will suit a Customer Success leader who lives and breathes the customer journey. You will work closely with the CEO and leadership team to build a robust Customer Success function. You will have the opportunity to shape strategy, improve customer health visibility, and drive successful migrations from on-premise ERP to Cloud platforms.

On a day-to-day basis you will take ownership of the entire post go-live customer lifecycle, ensuring customers gain maximum value from the ERP platform. This includes stabilisation, feature adoption, health monitoring, renewals, and expansion opportunities. You will oversee the Support function through the Support Manager, lead the Customer Success and Account Management teams, and collaborate closely with Product and Delivery to identify systemic issues and improve the customer experience.

You will also drive the migration to cloud strategy, ensuring customers have a clear roadmap for the future while minimising risk during transition.

Role Highlights

• Executive level position reporting directly to the CEO
• Member of the Senior Leadership Team
• Lead Customer Success, Support, and account management functions
• Drive Cloud migration strategy and adoption
• Shape a Customer Success model focused on retention and growth
• Hybrid working - 1 day per week in Birmingham
• Salary £60,000 - £80,000

This is a fantastic opportunity for a Customer Success Executive Lead (Customer Success Executive Lead, ERP Customer Success Executive Lead, ERP Customer Success Executive Lead) to influence strategy, strengthen long-term customer relationships, and play a key role in the future direction of a respected ERP software provider.

I have recruited for this client for 20 years, they are a great bunch and this is an epic job. please apply thansk jake