Director, Customer Success

The Director, Customer Success – EMEA/ROW will lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This role is accountable for creating and executing strategies that ensure customers realize maximum value from our solutions, while guiding the team through scaling operations, maturing processes, and navigating transformational change in a high-growth environment.

Key Responsibilities

• Leadership & Team Development

  • Recruit, develop, and retain top CSM and CSE talent across EMEA and ROW.

  • Foster a high-performance culture focused on accountability, collaboration, and professional growth.

  • Provide ongoing coaching, career development, and performance management.

• Customer Strategy & Outcomes

  • Define and execute the EMEA/ROW customer success strategy in alignment with global objectives.

  • Drive customer outcomes including retention, upsell, cross-sell, and advocacy.

  • Serve as an executive sponsor for strategic accounts and a senior escalation point for customer issues.

• Scaling & Process Optimization

  • Design and implement scalable processes, playbooks, and customer health frameworks to serve an expanding customer base.

  • Champion technology adoption (CS platforms, analytics, and automation tools) to increase efficiency.

  • Establish operational KPIs and governance to ensure consistency and quality of delivery.

• Cross-Functional Partnership

  • Partner closely with Sales to ensure seamless handoffs and growth opportunities.

  • Collaborate with Product and Engineering to bring the voice of the customer into the roadmap.

  • Work with Marketing to develop customer stories, case studies, and advocacy programs.

• Change Leadership

  • Lead the team through organizational, market, and product changes with resilience and clarity.

  • Promote agility and adaptability as core team strengths.

Qualifications

• 10+ years of experience in customer success, account management, or a related function, with at least 5 years in senior leadership roles.

• Proven experience scaling CS functions within high-growth, dynamic environments.

• Track record of leading distributed, cross-functional teams to exceed retention and growth targets.

• Deep understanding of SaaS business models, recurring revenue, and customer lifecycle management.

• Exceptional executive presence, influencing, and negotiation skills.

• Strong data-driven decision-making and analytical capabilities.

• Demonstrated success in change management and leading teams through transformation.

• Bachelor’s degree or equivalent experience required.

#LI-SW1