Director / Senior Director, Customer Success (Hybrid)

Company Overview

Nitro Software is a global leader in SaaS, offering solutions that streamline digital document workflows including PDF, eSigning, identity verification, and analytics. Serving over 13,000 business customers across 157 countries with more than 3 million licensed users, Nitro supports 67% of Fortune 500 companies with dedicated customer success and change management teams.

Work Culture and Values

• Unified mission as one team, fostering a sense of belonging and purpose.
• Taking ownership and empowering teams to lead with innovation and confidence.
• Strong commitment and accountability to customers with dependable delivery.
• Driven by excellence and precision in execution.
• Encouraging boldness, rapid experimentation, and continuous learning.

Role Summary

The Senior Director of Customer Success for EMEA will lead and grow the regional Customer Success team to deliver measurable value, promote continuous customer adoption, retention, and expansion, mainly within enterprise and mid-market segments. Collaborative alignment with Sales, Product, Support, and Marketing teams is essential to define and implement the customer success strategy, ensuring a unified, global approach alongside the North American counterpart. This strategic leadership role reports to the SVP of Customer Experience and requires strong operational, strategic, and team-building capabilities.

Key Responsibilities

• Manage the entire customer lifecycle in EMEA, from onboarding to renewal, ensuring measurable customer success.
• Collaborate with customers to tailor Nitro’s solutions to their digital transformation and document productivity objectives.
• Champion high adoption rates and customer satisfaction through proactive engagement and account management.
• Lead and develop a high-performing Customer Success team across the EMEA region, fostering a culture of accountability and continuous improvement.
• Ensure teamwork aligns with global objectives while addressing specific EMEA market requirements.
• Work closely with North American leaders to standardize customer success practices worldwide.
• Oversee customer retention, expansion, and health metrics, proactively managing risk and escalations to maintain long-term partnerships.
• Collaborate with Sales to facilitate renewals, strategic account management, pilots, and identify upsell opportunities.
• Influence product development by providing regional customer insights and market trends.
• Partner with Marketing and Customer Success Enablement to develop communications, onboarding content, and scalable customer programs.
• Regularly report on customer health, retention forecasts, and team performance using data to enhance customer success initiatives.

Qualifications

• At least 10 years’ experience in Customer Success or Account Management within enterprise software, with a minimum of 5 years in leadership roles.
• Proven experience managing diverse teams across the EMEA region supporting international customers.
• Comprehensive understanding of customer lifecycle management, success planning, and digital adoption strategies.
• Excellent communication, interpersonal, and organizational skills with strong commercial awareness to support upsells and renewals.
• Fluent in English; knowledge of additional European languages is advantageous.
• Willingness to travel within EMEA approximately 25% of the time.

Success Indicators

• Demonstrated ability to lead and scale high-performing Customer Success teams effectively.
• Strong leadership presence and capacity to build trust with senior internal and external stakeholders.
• Ability to influence cross-functional groups and drive initiatives focused on customer-centric outcomes.
• Data-driven approach focused on driving measurable results and delivering value.
• Deep understanding of the EMEA business environment and customer expectations.
• Experience achieving global-local alignment within Customer Success leadership.

Additional Information

Work Model: Nitro promotes a hybrid work environment combining three days onsite collaboration in global offices (Dublin, Toronto, Antwerp, Porto, Melbourne) with two days working remotely weekly.

Benefits: Comprehensive health, dental, vision insurance, retirement savings plans with matching, and country-specific benefits. Flex Time Off is available to support work-life balance for personal or family needs.

Diversity & Inclusion: Nitro is committed to equal opportunity and encourages applications from all candidates regardless of background or status and supports accommodations during hiring and employment.