Director, Customer Success EMEA

Role overview

This opportunity is posted on behalf of a partner organization that oversees the application process and all subsequent hiring steps. The employer is seeking a Director of Customer Success for the EMEA region, based in Germany.

This is a senior leadership role focused on building and scaling customer success across EMEA in a rapidly growing enterprise technology setting. The position calls for a leader who can strengthen teams, increase customer value realization, and improve outcomes tied to adoption, retention, and expansion. It blends strategic direction with operational rigor, with a strong emphasis on lifecycle management, performance metrics, and scalable execution supported by automation and AI.

You will collaborate closely with Sales, Product Management, Support, and Renewals to create a smooth, value-driven customer experience. In a global, fast-moving environment, you will help define regional strategy while putting efficient, repeatable processes in place to support growth.

Key accountabilities

• Build, lead, and grow a high-performing Customer Success function across EMEA, including Customer Success Engineers and Specialists.
• Create and carry out regional customer success plans centered on adoption, retention, expansion, and lasting customer value.
• Own the full customer journey and ensure a consistent experience from onboarding through renewal and growth.
• Work in close partnership with Sales, Product, Support, and Renewals to align priorities and reduce friction throughout the customer lifecycle.
• Set and monitor KPIs related to customer health, engagement, retention, and team performance to support data-led decision-making.
• Introduce automation and AI-based tools to expand operational scale, improve efficiency, and support proactive customer engagement.
• Hire, coach, and develop strong talent while promoting accountability, continuous learning, and customer focus.
• Lead change management and process improvement efforts to increase scalability, consistency, and regional impact.
• Spot customer risks and growth opportunities, then shape actions that improve satisfaction, retention, and expansion.
• Represent the EMEA Customer Success function in global leadership forums and contribute to broader strategic initiatives.

Requirements

• At least 12 years of progressive experience leading Customer Success within SaaS or enterprise technology environments.
• A demonstrated history of building and scaling strong customer success teams across multiple markets or regions.
• Solid experience improving adoption, retention, renewals, and revenue expansion outcomes.
• Proven ability to drive organizational change, process optimization, and technology-enabled scaling programs.
• Hands-on experience using automation, data-driven operating models, and AI-enabled tools to strengthen customer lifecycle management.
• Deep understanding of customer health metrics, lifecycle strategy, and value realization frameworks.
• Strong leadership capability with a clear record of mentoring, developing, and motivating high-performing teams.
• Excellent executive presence, communication skills, stakeholder management ability, and cross-functional collaboration.
• Ability to turn customer insights into practical strategies that deliver measurable business results.
• Comfort operating in complex, global, and rapidly scaling organizations.

Benefits

• Competitive compensation aligned with senior leadership responsibilities.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Life insurance, critical illness coverage, disability protection, and other financial security benefits.
• Generous paid time off, including annual leave, additional tenure-based days, wellness days, and volunteer days.
• Monthly meal and lifestyle allowances to support everyday wellbeing and flexibility.
• Access to learning and development platforms, mentoring programs, and global training initiatives.
• Ongoing opportunities for professional growth in a global, high-impact technology company.
• Strong focus on work-life balance, wellbeing, and employee support programs.
• Hybrid or remote flexibility, depending on role and location eligibility.
• Inclusive international culture with an emphasis on collaboration and knowledge sharing.

Additional information

This role is managed through an AI-assisted matching and review process designed to evaluate applications quickly and fairly against the role’s core requirements. The strongest-fitting candidates are shortlisted and shared with the hiring company, while interviews, assessments, and final hiring decisions are handled by the employer’s internal team.

By applying, you acknowledge that your personal data will be processed for candidacy evaluation and shared with the hiring employer as part of pre-contractual measures and legitimate interest under applicable data protection laws, including GDPR. You may exercise your data rights at any time, including access, correction, deletion, and objection.

AI tools may also support parts of the recruitment workflow, such as application review, resume analysis, response assessment, and identifying possible inconsistencies or verification signals. These tools assist the recruitment team and do not replace human judgment. Final hiring decisions are made by people.