Director, Customer Success EMEA

Accountabilities

• Lead, build, and scale a high-performing Customer Success organization across the EMEA region, including Customer Success Engineers and Specialists.


• Define and execute regional customer success strategies focused on adoption, retention, expansion, and long-term customer value.


• Own and optimize the end-to-end customer journey, ensuring a seamless experience from onboarding through renewal and growth.


• Partner closely with Sales, Product Management, Support, and Renewals teams to align objectives and remove friction across the customer lifecycle.


• Establish and manage key performance indicators across customer health, engagement, retention, and team performance to drive data-informed decisions.


• Implement automation and AI-enabled tools to scale customer success operations, improve efficiency, and enhance proactive customer engagement.


• Recruit, develop, and mentor high-performing talent while fostering a culture of accountability, learning, and customer obsession.


• Drive change management initiatives and operational improvements to increase scalability, consistency, and impact across the region.


• Identify risks and opportunities within the customer base and develop strategies to improve satisfaction, retention, and expansion outcomes.


• Represent the EMEA Customer Success organization in global leadership discussions and contribute to broader strategic initiatives.

Requirements

• 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology environments.


• Proven track record of building and scaling high-performing customer success teams across multiple markets or regions.


• Strong experience driving customer adoption, retention, renewal performance, and revenue expansion outcomes.


• Demonstrated ability to lead organizational transformation, process improvement, and technology-enabled scaling initiatives.


• Experience implementing automation, data-driven frameworks, and AI-enabled tools to improve customer lifecycle management.


• Strong understanding of customer health metrics, lifecycle strategies, and value realization frameworks.


• Excellent leadership skills with a proven ability to mentor, develop, and inspire high-performing teams.


• Strong executive presence with excellent communication, stakeholder management, and cross-functional collaboration skills.


• Ability to translate customer insights into actionable strategies that drive measurable business outcomes.


• Experience operating in complex, global, and fast-scaling organizational environments.

Benefits

• Competitive compensation package aligned with senior leadership responsibilities.


• Comprehensive health, dental, and vision insurance coverage for employees and dependents.


• Life insurance, critical illness coverage, disability protection, and additional financial security benefits.


• Generous paid time off, including annual leave, tenure-based additional days, wellness days, and volunteer days.


• Monthly meal and lifestyle allowances supporting everyday wellbeing and flexibility.


• Access to learning and development platforms, mentoring programs, and global training initiatives.


• Opportunities for continuous professional growth in a global, high-impact technology organization.


• Strong emphasis on work-life balance, wellbeing, and employee support programs.


• Hybrid or remote flexibility depending on role and location eligibility requirements.


• Inclusive, international work culture with a strong focus on collaboration and knowledge sharing.

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