{"id":2348074,"url":"https://alion.io/job/rowden-technologies-ltd-customer-success-director","title":"Customer Success Director","company":{"id":685499,"name":"Rowden Technologies Ltd.","domain":"rowdentech.com","url":"https://alion.io/company/rowdentech","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":92000,"max_usd":186000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":393},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-11T13:08:57Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-04T22:28:59Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"We’re creating the UK’s next-generation engineering powerhouse, delivering critical technology that strengthens national security and resilience.\nWe turn advances in sensing, AI and communications into operational capability at the edge, where connectivity may be limited or unavailable. Our work accelerates technology deployment, improves frontline decision-making, and protects people and critical assets in demanding environments.\nBased in Bristol, Rowden currently employs around 200 people and operates more than 20,000 square feet of engineering and manufacturing facilities. With a growing international presence, we are one of Europe’s fastest-growing engineering businesses.\nThe role\nAs a Customer Success Director, you will lead relationships with some of our most important customers, ensuring that our products and services deliver a strong customer experience and measurable value - from large systems integration projects to hardware and software products.\nIn this role, you will act as a figurehead and driving force for something we've worked hard to earn: our reputation as the company that wants to make things better. You will protect it fiercely and speak up for doing the right thing by the customer. You will help drive that approach across the business, going above and beyond where it counts. Delivery, engineering and sales teams are just as central to that reputation as you are, and you will do this with them.\nYou will deal with people at every level of the organisations we work with, from frontline soldiers and emergency responders up to senior responsible owners. They need to see you as someone credible who understands their problems and can get things moving. This is a hands-on job. To earn trust, you need to be present and engaged at every level. You will get properly stuck in, spend time where the systems we deliver are being used or our teams are working, and understand the detail of what is really going on.\nYou won't run individual sales captures or projects in this role. Instead, you will focus on our current customers and end users, understand their challenges and priorities, and help Rowden line up behind them.\nYou will work across all our business lines, products and services. While you won't know everything on day one, you will need to learn what we do in as much depth as the job requires, and be humble enough to bring in an expert when someone else knows better.\nYou will report to our VP Customer Success and work closely with the sales and delivery teams. Staying closely aligned with the teams delivering is vital and cannot be overstated - you will need to work in close partnership with the Business Line leads and their teams, sharing what you hear from customers and agreeing together how to act on it.\nThis role is based at our Bristol HQ with hybrid working. Expect frequent travel around the UK and some overseas travel. Candidates must be eligible for SC clearance.\nMore information about security clearance is available here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels\nFor senior roles, compensation is tailored to the scope of the role and the specific experience a candidate brings. We do not publish a fixed salary band. We will discuss compensation openly at the first stage of the process and can share an indicative range before either side invests significant time. \nKey areas of responsibility\nStrategic customer engagement\nBuild and maintain strong relationships with our customers at all levels, based on trust. \nStay present and engaged at every level of the stakeholder landscape, including getting into the detail of what is happening on the ground. \nUnderstand customer priorities, funding lines, organisational objectives and their strategic direction. \nDevelop customer engagement strategies that position Rowden for long-term success. \nCustomer success\nMake sure customers realise measurable operational value from Rowden capabilities. \nDrive customer adoption and advocacy. \nIdentify emerging risks before they affect delivery or customer confidence. \nSet up and maintain Customer Success Plans for strategic accounts. \nWhere customers are unhappy, take ownership, work with the business line teams and improve things. \nWorking across Rowden\nWork hand-in-glove with the Business Line Leads and their teams. Share customer insight early, agree priorities together and act as one team in front of the customer. \nWork with business line teams to maximise customer satisfaction and the uptake of our products and services. \nBe a figurehead for Rowden's reputation as the company that wants to make things better. Advocate for doing the right thing by the customer and help drive that approach across the business, alongside the teams who deliver it every day. \nRepresent Rowden with confidence and competence in a wide range of settings, including complex commercial discussions with customers and industry partners. \nCommercial growth\nIdentify opportunities to expand existing customer relationships. \nWork alongside Sales to shape future opportunities. \nSupport strategic account planning. \nContribute to the growth of your accounts. \n\nWhat success looks like\nWe will look at:\nThe health of your assigned strategic accounts \nExecutive stakeholder engagement \nCustomer retention \nCustomer advocacy and Rowden's reputation with senior customers \nExpansion opportunities created \nHow well you work with delivery, sales and business line teams \nWithin your first 12 months, we would expect you to have become a trusted contact in your accounts, put a Customer Success Plan in place for each, and built clear working routines with the sales and business line teams.\nKey skills, experience and behaviours\nYou don't need to tick every box below word for word. We are looking for a general profile, so if most of this sounds like you, we'd like to hear from you.\nWhat we're looking for\nCredibility with senior customers. You have worked closely with senior military personnel in some capacity. Military service is welcome but not required. \nDeep domain knowledge. You understand how defence works in practice and the pressures your customers face. \nExperience in delivery, account management, customer success or a similar senior customer-facing role, ideally in defence, government or a related technical sector. \nCommercial awareness. You can handle complex commercial situations with customers and industry partners, and you know when something doesn't add up. \nEmotional intelligence. You are persistent and determined, and you can tell when to push and when to step back. \nA hands-on style. You build trust by showing up and getting stuck in, and you are comfortable with the detail. \nReliability. You do what you say you will do, and you keep customers and colleagues informed when plans change. \nA high-ownership, high-commitment mindset. You connect people and ideas, create opportunities and see things through. \nCuriosity about technology, and the willingness to learn what our products do. \nNice-to-have:\nExperience with customer success plans, account health measures or similar frameworks. \nExperience working with, or supplying to, the UK Ministry of Defence or allied customers. \nExisting security clearance. \nThe system doesn't always work for the people who depend on it, and Rowden is trying to improve it. This role puts you at the centre of that effort. You will shape how we show up for customers, and you will see the results in the hands of the people using our systems. If you want to help make things better and have the experience to do it, we'd like to hear from you.\nWorking at Rowden\nWe are committed to building a flexible, inclusive, and enabling company. Our aim is to create a diverse team of talented people with unique skills, experience, and backgrounds, so please apply and come as you are!\n\nWe also recognise the importance of flexible working and support this wherever we can. We typically operate a flexible, hybrid-working model, with an average 3 days in the office each week (dependent on the role). We welcome the opportunity to discuss flexibility, part-time working requirements and/or workplace adjustments with all our applicants.\n\nRowden is a Disability Confident Committed company, and we actively encourage people with disabilities and health conditions to apply for our roles. Please let us know your requirements early on so that we can make sure you have everything you need up front to help make the recruitment process and experience as easy as possible.\n\nFinally, if you feel that you don’t meet all the criteria included above but have transferable skills and relevant experience, we’d still love to hear from you!","description_format":"text","description_chars":8701,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-12T13:08:57Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.903,"p_room":0.55,"age_days":23,"expected_fill_days":22,"reasons":["conf:3","velocity","win:tail"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/rowden-technologies-ltd-customer-success-director","json_url":"https://alion.io/job/rowden-technologies-ltd-customer-success-director.json","meta":{"generated_at":"2026-11-05T01:36:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1990,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685499},"rest":"https://alion.io/mcp/rest/get_company?id=685499"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frowden-technologies-ltd-customer-success-director"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frowden-technologies-ltd-customer-success-director"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frowden-technologies-ltd-customer-success-director"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rowden-technologies-ltd-customer-success-director\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frowden-technologies-ltd-customer-success-director"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2348074}},{"tool":"search_jobs","arguments":{"company":"rowdentech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2348074},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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