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 talent@unbiased.co.uk 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.
- Team
- Customer Success & Sales
- Locations
- London
- Remote status
- Hybrid
London
Our Benefits
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Hybrid Working
We have a 60:40 split between remote and office working
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Private Medical Insurance
For you and your family
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Wellbeing Allowance
To spend on gym membership, classes, mindfulness apps and therapy
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Holiday
23 days annually, plus public holidays, 3 additional days for Christmas and your Birthday off too!
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Learning and Development Budget
Up to £1000 a year to spend on improving your skills
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Life Insurance
For your peace of mind
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2 Weeks 'work from anywhere'
Freedom to work from wherever you like for 2 weeks annually!
Our Values
Want some insight into how we work as a team? Here are our culture behaviours that are at the core of everything we do:
Be relentless about progress
To be the best at what we do, we push things forward with tenacity.
We focus only on those projects that will genuinely move the dial for the business. If something is a nice-to-do –don’t do it.
There will always be blockers, we always find ways around them.
We realise there is a huge benefit to acting today rather than waiting for tomorrow.
Enjoy the journey
We are excited about what we are doing at Unbiased! We are helping people and shaping a successful business at the same time.
We are achieving great things and we are surrounded by great people. Enjoy it.
Celebrate successes and give kudos to your peers for a job well done, no matter how small. All of these wins are driving our growth.
Share and seek input
Our most valuable asset is our people. We have a team of smart people working towards the same vision, so when we have an idea or an insight, we should be actively sharing it with others.
We embrace challenge and opinions and are more interested in learning than being right.
We know that always making independent, unanimous decisions won’t help us scale effectively.
We actively seek out different views and perspectives to maximise the chances of making the right decision and achieving success.
Own it and get it done
We are doers. When we say we are going to do something, we do our best to deliver quickly and on time.
If we can’t, we manage expectations and communicate.
We don’t point blame or find excuses. We are accountable and take responsibility for our mistakes and when we don’t deliver. We own our failures and learn from them.
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