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Director, Global Customer Success

About Wayflyer

Our mission is to give the world access to the best products by empowering great brands to reach their growth potential.

Today's consumer brands need a capital provider that keeps pace with their growth ambitions. Traditional financing options are slow, cumbersome and often out of reach. That's why we built Wayflyer.

Our unique technology allows us to assess businesses in minutes, generate financing offers that reflect their growth potential and send funds in as little as 24 hours.

Since launching in April 2020, we've deployed over $4.5bn to thousands of brands worldwide, backed by Tier 1 banks like J.P. Morgan. We've become a trusted financing partner for some amazing brands, like True Classic, Little Words Project and Kekoa Foods.

Teams at Wayflyer are truly cross-functional. You'll be collaborating with ambitious colleagues from around the world - all striving to deliver on a huge opportunity. Check out this video to hear directly from them.

Wayflyer is looking for a dynamic and results-driven Director of Global Customer Success. This is a critical leadership role, responsible for driving customer retention, expansion, and lifetime value, ensuring our clients see us as their preferred capital partner for future growth.

You will lead a team of regional Customer Success leaders across EMEA, North America, and Australia, empowering them to build strong teams that deliver exceptional service and develop lasting relationships with our customers. Our team is proactive and sales-oriented, focused on anticipating, exploring, and serving customers' future capital needs. At our best, we act as co-founders to our customers.

What you'll do

  • Own customer retention & growth: Develop and execute a global CS strategy that maximises customer lifetime value and expansion opportunities.

  • Lead & scale a high-performing CS team: Build a world-class leadership team across regions, fostering a high-energy, high-performance culture that aligns with our core values.

  • Develop, implement, and refine customer success playbooks (best practices, processes, and workflows) to ensure scalable and efficient customer engagement across a diverse customer base with fast-growing businesses doing anything from ~$150k to ~$100m in annual revenues.

  • Strengthen key customer relationships: Proactively manage and lean into key customer relationships, ensuring we remain their capital partner of choice as they grow and their needs evolve.

  • Align cross-functionally: Partner closely with Commercial, Sales, Product, and Marketing teams to ensure a seamless customer journey from acquisition to renewal.

  • Leverage data & technology: Use data-driven insights to enhance customer engagement, identify risks, and drive customer success at scale.

  • Drive continuous improvement: Identify challenges, risks, and process inefficiencies, and lead initiatives to enhance the CS organisation’s effectiveness and efficiency.

Knowledge, skills and experience

  • 10+ years of experience in Customer Success, Account Management, or Sales, with at least 5+ years leadership roles.

  • Proven track record of driving customer retention and revenue expansion in a fast-paced, global environment.

  • Sales-oriented mindset: a leader who understands how to proactively grow LTV and drive commercial impact through customer engagement.

  • Experience leading global teams and managing managers: able to build, mentor, and scale high-performing teams within a positive team culture.

  • Strong collaborator across Commercial, Revenue, and Product teams, ensuring cross-functional alignment.

  • Strategic thinker who can design a long-term vision while executing at a high pace.

  • Deep understanding of the e-commerce industry and the challenges faced by online businesses.

  • Exceptional leadership, communication, and stakeholder management skills, all strengthened by a deep sense of ownership and accountability.

What is important to point out is that you can do most or all of the above mentioned and can point to your real experience doing it. You’ve probably done it at companies of different shapes, sizes and industries. Given what we do, experience in financial services, fintech and business-to-business organisations is particularly interesting to us.

On top of that, you’re amazing at prioritisation. You make sure you’re not spread too thin while also giving teams the support they need. You spend your time on the things that make a positive difference. People get why you’ve chosen to say ‘yes’, ‘no’, or ‘not yet’, and are ok with it.

What you’re like as a person and how you treat people is a big deal for us. People love working with you. You’re thoughtful, helpful and generous with your time and knowledge. People love helping you back. People know where they stand with you.

You can be effective whether you’re at the office, in transit, or working remotely. But you know that being in and around teams and stakeholders is where the magic happens. You value the time you spend with people across different functions so that you can understand and shape the direction of the business. You encourage face-to-face engagement and collaboration among your teams.

You’re always looking to learn and grow, on a personal and professional level. And you’re always looking to help others learn and grow by sharing your own knowledge and experience.

You know why diversity, equality, inclusion and belonging matters, and speak up when we can do better. You make wherever you work a great place to work.

What happens next

We’ll review every application we receive. If we’re interested in taking your application further, we will be in touch to find out more about you and what you’re looking for.

What perks and benefits do we offer?

  • Work remotely abroad for up to 60 days a year

  • Employee assistance programme

  • Private healthcare, life and critical illness cover

  • Pension plan

  • Generous parental and adoptive leave policies

  • Equity scheme - so you can share in our success!

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CEO of Wayflyer
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Aidan Corbett
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Average salary estimate

$135000 / YEARLY (est.)
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$120000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director, Global Customer Success, Wayflyer

Wayflyer, a leading provider in empowering brands through innovative financing solutions, is on the lookout for a Director of Global Customer Success in Dublin. In this dynamic position, you'll play a vital role in steering customer retention and expansion while ensuring our clients recognize us as their foremost partner in growth. Your leadership will guide a talented team of regional Customer Success leaders across EMEA, North America, and Australia. Your mission will be to cultivate strong relationships with our customers, acting like their co-founders by anticipating their capital needs. With over ten years of experience in customer success or a related field, and at least five years in a leadership role, you’ll develop and execute a global strategy that not only maximizes customer lifetime value but also leads a high-performance culture within your team. At Wayflyer, we believe in leveraging data-driven insights and best practices to continually refine our engagement processes, enabling us to better serve fast-growing businesses with annual revenues between $150k and $100m. Your collaboration with various departments—like Sales, Product, and Marketing—will be crucial in creating a seamless customer journey. If you thrive in a fast-paced environment, possess deep knowledge of e-commerce challenges, and are passionate about enhancing customer experiences, then this role might just be the perfect fit for you. Join us in making Wayflyer a fantastic place to work and drive meaningful change in the customer success landscape.

Frequently Asked Questions (FAQs) for Director, Global Customer Success Role at Wayflyer
What are the main responsibilities of the Director of Global Customer Success at Wayflyer?

The Director of Global Customer Success at Wayflyer is responsible for customer retention and growth. This includes developing a global strategy that maximizes customer lifetime value, leading a high-performing team of Customer Success leaders across EMEA, North America, and Australia, and refining customer engagement processes to ensure efficient service delivery.

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What qualifications are required for the Director of Global Customer Success position at Wayflyer?

Candidates for the Director of Global Customer Success role at Wayflyer should have a minimum of 10 years of experience in Customer Success, Account Management, or Sales, including at least 5 years in leadership roles. Strong knowledge of the e-commerce industry and experience in financial services or fintech would be particularly beneficial.

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How does the Director of Global Customer Success contribute to Wayflyer’s growth strategy?

The Director of Global Customer Success plays a crucial role in Wayflyer’s growth strategy by fostering customer relationships and ensuring clients see Wayflyer as their preferred capital partner. This position involves driving retention and expansion initiatives that maintain a client's long-term value and encourages ongoing collaboration.

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What skills are essential for succeeding as the Director of Global Customer Success at Wayflyer?

Essential skills for the Director of Global Customer Success at Wayflyer include exceptional leadership and communication abilities, a strategic mindset, and a strong collaboration ethic. Understanding e-commerce challenges as well as possessing a sales-oriented approach to maximize customer engagement are also key for driving impact.

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What benefits does Wayflyer offer to the Director of Global Customer Success?

Wayflyer offers numerous benefits to the Director of Global Customer Success, including remote working opportunities, private healthcare, equity schemes, generous parental leave policies, and an employee assistance program. The company also values diversity, inclusion, and collaboration in creating a positive workplace.

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Common Interview Questions for Director, Global Customer Success
Can you describe your experience in building and leading high-performing teams as a Director of Global Customer Success?

When answering this question, it's essential to highlight specific examples where you've successfully recruited, mentored, and scaled teams. Discuss the strategies you employed to foster a positive team culture and how you aligned your team's performance with the company's objectives.

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How do you approach developing a customer success strategy that maximizes retention?

Explain your process for analyzing customer data to identify trends and retention challenges. Emphasize the importance of understanding the customer's journey and how you work with various departments to ensure a seamless experience.

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What methods do you use to strengthen key customer relationships?

It’s important to showcase your proactive approach in managing relationships. Discuss how you maintain regular communication with key stakeholders and provide strategic insights to align your services with the customers' evolving needs.

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Describe a time when you had to identify and address an inefficiency in a customer success process.

Share a specific instance where you conducted an analysis of existing processes and implemented changes. Outline how you measure success and the outcomes that resulted from your initiatives.

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How do you prioritize customer needs and ensure they align with business objectives?

Discuss your approach to balancing customer demands with business goals. Explain how you gather feedback from customers and use it to inform your strategy, ensuring that your team's efforts drive value for both parties.

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What role does data play in your decision-making as the Director of Global Customer Success?

Emphasize the importance of data-driven insights in your role. Discuss how you leverage metrics to evaluate customer engagement, improve processes, and enhance overall success strategies within your team.

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How do you leverage technology to enhance customer engagement?

Provide examples of tools or platforms you’ve utilized to track customer interactions, gather feedback, and streamline communication. Highlight how embracing technology has improved customer satisfaction and loyalty.

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What strategies do you use to drive a culture of continuous improvement within your team?

Discuss how you encourage open communication and feedback among staff. Share practices you’ve implemented to create an environment where team members feel empowered to propose solutions and innovate.

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How do you manage to stay updated on industry trends and challenges faced by online businesses?

Talk about the resources, networks, or conferences you engage with to stay informed. Highlight your commitment to ongoing learning and how you use this knowledge to guide your team and adapt strategies.

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Can you provide an example of a successful initiative you led that improved customer satisfaction?

Describe a specific initiative where you positively impacted customer satisfaction metrics. Detail the planning, implementation, and results, focusing on how you engaged with customers throughout the process.

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Providing eCommerce businesses with fairer, faster, and more flexible funding. Our mission at Wayflyer is to support the ambition of the eCommerce businesses we work with. We do this by solving the toughest problems in eCommerce, giving founders ...

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DATE POSTED
March 13, 2025

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