Director of Customer

Director of Customer

The Director of Customer is a senior leadership role with responsibility for the overall customer experience across all post sale customer activities. Reporting directly to the Chief Revenue Officer, this role is central to the growth of Unbiased. Teams within this role include Account Management, Enterprise Account Management, and Customer Support.

This role has been created to unify Customer Support and Account Management into a single, end to end customer function. Historically, Account Management at Unbiased has operated with a strong commercial focus but inconsistent impact on retention.

The Director of Customer will redefine how we manage customers post-sale, moving from transactional, target-led account management to a customer experience-led model that balances advocacy, retention and sustainable revenue growth.

You will lead the teams serving customers across enterprise, mid-market and SME segments, ensuring each receives the right level of engagement, value and support. This role combines strategic ownership of the customer function with hands-on involvement in customer escalations and high-impact relationships and covers both the UK and US businesses.

Summary of key responsibilities

• Own the entire post-sale customer lifecycle, from onboarding through adoption, support, renewal and expansion

• Own the Net Revenue Retention (NRR) and revenue growth targets across the existing customer base, with accountability for renewals, expansion and churn reduction

• Ensure customers experience a seamless journey regardless of which team they interact with

• Define and implement retention strategies to minimise and mitigate churn

• Ensure relevant account planning in place by segment
  

Customer Strategy & Experience

• Define and execute the end-to-end post sale customer strategy across all customer tiers

• Ensure consistent value delivery while adapting engagement models for enterprise, mid-market and transactional segments

• Drive improvements in onboarding, adoption, support, retention and expansion.

• Establish playbooks and customer engagement frameworks for each segment.
  

Balancing the Customer Experience and Revenue

• Accountable for revenue from the existing customer base, but success will be measured by long term customer value, retention and advocacy as well as hitting the budget targets

• Design of commercial models, incentives and team behaviours that reinforce trust and sustainable growth

Leadership & Team Management

• Redefine the Account Management approach to focus on value delivery, retention and long-term customer outcomes

• Review and reset account ownership models, incentives and success measures to ensure alignment with customer experience goals

• Lead, coach and develop Account Management, Enterprise Account Management and Customer Support teams.

• Build a scalable organisational structure and operating model that supports customers at enterprise, mid-market and transactional levels.

• Set clear goals, KPIs and SLAs tailored to each customer segment.

• Create a high-performance, customer-first culture with strong accountability and continuous development.

• Ensure strong collaboration across Sales, Product, Marketing, Finance and Operations
  

Customer Escalations & Enterprise Engagement

• Act as the senior escalation point for complex or high-risk customer issues, particularly at enterprise level

• Personally manage or support strategic enterprise relationships when required

• Partner closely with Product and Engineering to prioritise and resolve customer-impacting issues

• Represent the customer voice at leadership level and influence company-wide priorities
  

Commercial Impact

• Drive revenue protection and growth by ensuring customers consistently realise value from Unbiased, leading to renewals and expansion strategies

• Own customer performance metrics including satisfaction, retention, churn, NRR and service levels

• Oversee forecasting, capacity planning and operational efficiency across all teams

• Ensure effective use of CRM and support tools, driving data quality, automation and insight-led decision-making

• Work closely with the CRO on customer revenue forecasting and retention planning.

• Balance customer advocacy with commercial outcomes.
  

Operational Excellence

• Own customer performance metrics including satisfaction, retention, churn, NRR and service levels

• Oversee forecasting, capacity planning and operational efficiency across all teams

• Ensure effective use of CRM and support tools, driving data quality, automation and insight-led decision-making

What Success looks like in 12 months

• A clearly defined, scalable post-sale operating model across Support and Account Management

• Improved retention and Net Revenue Retention across all segments

• Customers who feel consistently supported, understood and valued post-sale

• Teams aligned around customer outcomes, not conflicting targets
  

About you: skills & experience required

• Proven experience leading customer teams across enterprise, mid-market and transactional customer segments - where teams carried both retention and expansion accountability

• Proven ability to redesign account management models, incentives or operating structures that improved customer outcomes and commercial performance

• Experience running Account Management, Enterprise Account Management and Customer Support functions

• Strong people leader with experience managing managers and scaling teams, scaling teams and building high-performance, customer-first cultures

• Experience working with complex, high-value enterprise customers including ownership of senior stakeholder relationships and escalations

• Ability to move seamlessly between strategic leadership and hands-on execution

• Excellent communication, influencing and stakeholder management skills, with the ability to balance customer advocacy and commercial priorities

• Data-driven, operationally strong and commercially minded, with comfort owning metrics such as NRR, churn, CSAT and service levels

• Strong track record of using customer data and tooling (e.g. HubSpot, Jiminny or similar) to track performance, identify risk and optimise team effectiveness

• Proven experience partnering closely with Product and Marketing teams to improve end-to-end customer experience, adoption, retention and expansion

• Hands-on experience leveraging automation and AI-enabled tools within customer or revenue teams, with a preference for candidates who have helped implement or develop new AI-driven capabilities

• Calm, credible and effective in high-pressure customer escalation scenarios

• Ability to move between strategic leadership and hands-on execution in a fast-moving environment.

About Unbiased

Unbiased is an AI-enabled financial advice platform, empowering people to make confident financial decisions and delivering unrivalled growth for advice firms. 

With the greatest wealth transfer in history now underway, Unbiased connects people to trusted advice across pensions and retirement, inheritance planning, mortgages, accountancy, and more. 

The Unbiased platform applies advanced models trained on a rich dataset of user activity to intelligently match individuals with qualified advisers, providing the easiest and most reliable way to access financial expertise. 

Since 2010, Unbiased has generated over $100 billion in AUM opportunities for financial advisers, with 65% of prospects new to advice. Reaching more than 10 million consumers annually, it is the leading source of client demand in the industry. 

We have big ambitions to improve how people tackle the biggest decisions, and working at Unbiased means working with smart, motivated people who believe in this. We have a fun, but in an ambitious environment where we are simply trusted to get stuff done.   We actively encourage women to apply and bring their diverse perspectives to our team, as we believe in fostering an inclusive and empowering workplace where everyone can thrive. We are a female founded company, with a culture focused on diversity and inclusion amongst our entire team. 

Our Shared Values

At Unbiased, we’re guided by a set of shared values. If these sound like you, we’d love to meet: 

• Be relentless about progress – Move fast, solve problems, and focus on impact. 

• Own it and get it done – Take ownership and deliver meaningful results. 

• Share and seek input – Collaborate, communicate, and welcome feedback. 

• Enjoy the journey – Celebrate wins and support each other along the way. 

How We’ll Take Care of You

• A senior leadership role: with real ownership of the customer experience at Unbiased

• The opportunity to shape a scalable customer organisation during a period of growth

• Investment in your Development:  Alongside in-house training, you’ll be allocated a generous yearly allowance to invest in your career development. 

• Investment in your Wellbeing: Your wellbeing is a top priority for us, and you’ll be able to benefit an annual wellbeing allowance.  On top of this, we have arranged for Private Medical Insurance for extra peace of mind for you and your family.

• Social Events: We’re a social bunch so you can expect plenty of activities based in and around our vibrant office in the heart of Farringdon.  

The Usual Benefits:  

• Holiday:  you’ll be allocated plenty of holiday to ensure that you have enough time to recharge, work-life balance is super important to us here (you’ll also have your birthday off as paid annual leave!) 

• Hybrid working: we’ll work with you to find the balance of office-based work and remote working 

• Pension:  you’ll be able to save via salary sacrifice scheme, with Unbiased contributing above the minimum required amount, subject to banded earnings. 

• Private Medical Insurance: you can add your dependents and spouse

• Life Insurance 

• Cycle to work scheme  

Equal Opportunity  

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Unbiased are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status. 

Data Privacy 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. 

Once a person has taken up employment with Unbiased, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Unbiased has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. 

Agencies 

As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email  [email protected] FAO our Talent Manager, speculative phone calls will not be taken by our team neither will CV submissions without Unbiased or the candidates expressed consent.