Director, Customer Success EMEA

Role overview

This is a senior leadership role for a Director of Customer Success covering the EMEA region, based in Ireland. The opportunity sits within a fast-growing enterprise technology environment and focuses on creating and scaling a high-impact customer success function. The role is centered on helping customers achieve measurable value through strong adoption, retention, and expansion outcomes.

You will guide regional strategy while ensuring the customer journey is efficient, consistent, and supported by scalable processes. The role requires a strong blend of strategic thinking and operational discipline, with close partnership across Sales, Product, Support, and Renewals. A major part of the job is to strengthen customer lifecycle management using data, automation, and AI-enabled tools.

Accountabilities

• Build, lead, and grow a high-performing Customer Success team across EMEA, including Customer Success Engineers and Specialists.
• Create and put into action regional strategies that improve adoption, retention, expansion, and overall customer value.
• Take ownership of the complete customer journey, from onboarding through renewal and growth, and ensure it remains smooth and effective.
• Work in close alignment with Sales, Product Management, Support, and Renewals to keep goals connected and reduce friction across the lifecycle.
• Set up and monitor key performance indicators for customer health, engagement, retention, and team output to support data-based decisions.
• Introduce automation and AI-supported tools to expand customer success operations, raise efficiency, and improve proactive engagement.
• Hire, coach, and develop strong talent while building a culture grounded in accountability, learning, and customer focus.
• Lead change initiatives and operational enhancements that improve scalability, consistency, and regional impact.
• Spot customer risks and growth opportunities, then create actions that improve satisfaction, retention, and expansion results.
• Represent the EMEA Customer Success function in global leadership discussions and contribute to wider strategic priorities.

Requirements

• At least 12 years of progressive Customer Success leadership experience in SaaS or enterprise technology settings.
• A proven history of building and scaling strong Customer Success teams across multiple regions or markets.
• Hands-on experience improving adoption, renewals, retention, and revenue expansion outcomes.
• Strong capability in leading transformation efforts, process improvements, and technology-driven scaling programs.
• Practical experience using automation, analytics-led frameworks, and AI-enabled tools to improve lifecycle management.
• Solid understanding of customer health indicators, lifecycle planning, and value realization approaches.
• Strong leadership ability with a clear record of mentoring, growing, and motivating high-performing teams.
• Executive-level communication, stakeholder management, and cross-functional collaboration skills.
• Ability to turn customer insights into clear actions that deliver measurable business results.
• Experience working in complex, global, rapidly scaling organizations.

Benefits

• Competitive compensation designed for a senior leadership position.
• Full health, dental, and vision coverage for employees and dependents.
• Additional financial protection through life insurance, critical illness cover, and disability protection.
• Paid time off that includes annual leave, extra days based on tenure, wellness days, and volunteer days.
• Monthly meal and lifestyle allowances to support flexibility and everyday wellbeing.
• Access to learning platforms, mentoring support, and global training programs.
• Strong opportunities for ongoing professional development in a high-impact global technology business.
• A workplace culture that emphasizes balance, wellbeing, and employee support.
• Hybrid or remote flexibility, depending on role and location eligibility.
• An inclusive international environment with collaboration and knowledge sharing at its core.

Application and hiring process

This role is advertised on behalf of a partner company, and that partner handles applications as well as the next stages of the hiring process. The initial review process uses AI-assisted matching to compare applications against the core requirements, and the best-fitting profiles are forwarded to the hiring employer. Interviews, assessments, and the final hiring decision are managed internally by the partner company.

Privacy and data use

By submitting an application, you agree that the recruiter may process your personal data to assess your candidacy and share relevant details with the employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You can request access, correction, deletion, or objection to processing at any time. AI tools may also be used to support parts of screening and review, but they do not replace human judgment, and final hiring decisions are made by people.