Director of Customer Success [EMEA]
Core
Lead the EMEA Customer Success organization, building an operating system to scale the team and manage strategic enterprise accounts.
Role type
Senior leadership Customer Success Director
Builds
EMEA Customer Success team and operating system for enterprise account management
Domain
SaaS / Enterprise Software
Required skills
Team leadership, strategic account management, process design, performance management, cross-functional partnership, hiring, operational execution
Preferred skills
Scaling CS function, marketing fluency, creative tech/AI background, developing managers from ICs, CRM/data expertise
Technologies
CRM, customer success tooling
Responsibilities
Lead hiring, onboarding, coaching, and performance management for senior CSMs; Manage strategic enterprise accounts and resolve escalations; Design account planning, escalation, and reporting processes; Own performance outcomes (NRR, retention, health scores); Drive usage growth and cross-functional partnerships with Sales and Product; Build talent bench and define seniority standards
Seniority
Senior, hands-on IC leader
