I'm working with a global world leading SaaS company looking to hire a new ( Senior) Director of Customer Success for EMEA , you will lead and scale a high-performing regional team focused on driving value, adoption, and long-term growth for enterprise and mid-market customers.
Reporting to the SVP of Customer Experience, you will bridge the gap between global strategy and regional execution, ensuring a unified approach to the customer lifecycle.
Responsibilities:
- Strategic Leadership: Own the EMEA customer lifecycle, from onboarding to renewal, ensuring measurable outcomes and high adoption.
- Team Growth: Mentor and scale a regional CS team, fostering a culture of accountability and excellence.
- Global Alignment: Partner with North American leadership to standardize global CS operations and best practices.
- Revenue Impact: Directly influence retention, expansion, and health metrics; proactively manage risks and executive escalations.
- Cross-Functional Influence: Act as the "voice of the customer" to Product, Sales, and Marketing to shape roadmaps and go-to-market strategies.
Requirements:
- Experience: 10+ years in Customer Success/Account Management within Enterprise Software (SaaS), with 5+ years in a leadership capacity.
- Regional Expertise: Proven track record managing diverse, international teams and customers across EMEA.
- Commercial Acumen: Strong experience supporting renewals, upsells, and cross-sell motions.
- Strategic Mindset: Ability to translate data and customer feedback into actionable business insights.
- Communication: Fluent English is required; additional European languages are highly valued.
- Travel: Ability to travel within EMEA approximately 25% of the time.
