Director, Customer Success EMEA

Role overview

This opportunity is being promoted on behalf of a partner organization that will handle applications and all subsequent hiring steps. The position is for a Director of Customer Success across EMEA, based in the United Kingdom.

This is a senior leadership role focused on scaling customer success across the EMEA region in a fast-moving enterprise technology setting. The person in this role will lead team growth, strengthen customer outcomes, and ensure clients realize value through adoption, retention, and expansion. It combines strategic direction with operational discipline, with a strong emphasis on managing the full customer lifecycle and using data to guide decisions. Close collaboration with Sales, Product, Support, and Renewals will be essential to create a smooth, value-driven customer experience. The role also contributes to regional strategy and the introduction of scalable processes supported by automation and AI. It is well suited to a customer-focused leader who enjoys building teams, improving journeys, and delivering measurable business results.

Key accountabilities

• Build, lead, and grow a high-performing Customer Success function across EMEA, including Customer Success Engineers and Specialists.
• Set and deliver regional strategies that improve adoption, retention, expansion, and long-term customer value.
• Oversee the complete customer journey so the experience remains consistent from onboarding through renewal and growth.
• Work in close partnership with Sales, Product Management, Support, and Renewals to align priorities and reduce friction throughout the customer lifecycle.
• Create and monitor KPIs covering customer health, engagement, retention, and team performance to support evidence-based decision-making.
• Introduce automation and AI-powered tools to scale operations, improve efficiency, and strengthen proactive customer engagement.
• Hire, coach, and develop strong talent while promoting accountability, continuous learning, and customer-first thinking.
• Lead change initiatives and operational enhancements that improve scalability, consistency, and overall regional impact.
• Spot risks and growth opportunities within the customer base and shape actions that improve satisfaction, retention, and expansion.
• Act as the EMEA Customer Success representative in global leadership forums and contribute to wider strategic programs.

Requirements

• At least 12 years of progressive leadership experience in Customer Success within SaaS or enterprise technology companies.
• Demonstrated success in building and scaling strong customer success teams across multiple countries or regions.
• Solid experience improving customer adoption, retention, renewal performance, and revenue growth.
• Proven ability to lead transformation, refine processes, and drive technology-enabled scaling initiatives.
• Hands-on experience using automation, data-led operating models, and AI-enabled tools to improve lifecycle management.
• Deep understanding of customer health indicators, lifecycle planning, and value realization approaches.
• Strong people leadership capability, with the ability to mentor, develop, and motivate high-performing teams.
• Confident executive presence with excellent communication, stakeholder management, and cross-functional partnering skills.
• Ability to turn customer insights into practical strategies that produce measurable business outcomes.
• Experience working in complex, global, fast-scaling environments.

Benefits and perks

• Competitive pay package that reflects senior leadership responsibility.
• Comprehensive medical, dental, and vision coverage for employees and dependents.
• Protection through life cover, critical illness insurance, disability coverage, and other financial security benefits.
• Generous paid time off, including annual leave, extra days based on tenure, wellness days, and volunteer days.
• Monthly meal and lifestyle allowances to support everyday wellbeing and flexibility.
• Access to learning platforms, mentoring programs, and global training opportunities.
• Ongoing professional growth in a global, high-impact technology business.
• Strong commitment to work-life balance, wellbeing, and employee support.
• Flexibility to work in a hybrid or remote setup depending on location eligibility.
• Inclusive international culture with a strong emphasis on collaboration and sharing knowledge.

Additional information

This role will be reviewed through an AI-assisted matching process to help identify candidates who best fit the core requirements. The shortlist is then shared with the hiring company, and final decisions as well as interviews and assessments are managed by the employer's internal team.

By submitting an application, candidates acknowledge that personal data may be processed to assess candidacy and shared with the hiring employer under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection.

AI tools may also be used to support parts of the hiring process, including resume review, application analysis, response assessment, and checks for inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.