Customer Success Director

We’re creating the UK’s next-generation engineering powerhouse, delivering critical technology that strengthens national security and resilience. 

We 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. 

Based 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.

The role

As 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.  

In 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. 

You 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. 

You 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.  

You 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. 

You 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. 

This 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. 

More information about security clearance is available here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels