We’re looking for a strategic and hands-on Director of Customer Success (f/m/d) to lead our European team through the next phase of growth and customer excellence. As Director of Customer Success – Europe, you’ll serve as the regional leader of our Customer Success function, owning the retention number for Europe and overseeing a high-performing team of ~20 Customer Success Managers (CSMs) and 2-3 direct-report managers. You’ll act as the right hand to our VP of Customer Success in the US, taking the lead on execution, escalation management, and strategy development across the region. This is a strategic and operational leadership role where you’ll be deeply involved in developing regional success plans, coaching your leaders and CSMs, building customer relationships, and partnering cross-functionally to ensure customer satisfaction, growth, and retention.
What to expect?
Regional Leadership: Lead the European Customer Success team (~25 team members), including direct oversight of 2-3 Customer Success Managers (CSM), Team Leads, or Managers.
Own Retention Metrics: Drive and be accountable for customer retention and net revenue retention (NRR) across the European region. Manage a tight forecasting process and present to Senior Leadership.
Strategic Execution: Partner with the VP of Customer Success and other global CS and Sales leaders to define and implement regional strategy and goals.
Customer Advocacy & Escalation Point: Serve as a trusted escalation point for high-impact customer issues and strategic accounts.
Customer Relationships: Build relationships with key enterprise customers and partners in the region to understand their needs, drive adoption, and identify expansion opportunities
Team Development: Mentor and grow a high-performing, customer-obsessed team; support CSMs in managing their ~25-account portfolios of enterprise clients.
What you need to be successful
Proven experience (7+ years) in customer success or account management leadership roles or senior customer success roles at manager or director level, preferably in a B2B technology or SaaS company, focusing on enterprise accounts.
3+ years of people leadership experience, including managing managers and/or regional teams.
Proven success managing enterprise accounts and driving customer retention and expansion.
Strong strategic thinking with hands-on execution capability.
Excellent interpersonal and communication skills; comfortable being a visible leader internally and externally.
Experience navigating complex customer environments and acting as a senior escalation point.
Ability to work cross-functionally in a global organization, with strong stakeholder management skills.
Based in Europe, with willingness to travel as needed within the region.
Bachelor's degree in a relevant field (Business, Computer Science, or similar). An MBA or advanced degree is a plus.
Join our team and make a significant impact on the success of our enterprise customers while driving the growth of our company. Apply now and help us revolutionize customer success in the tech industry!
What’s in it for you?
Join an ambitious tech company reshaping the way people build digital experiences
Full-time employees receive Stock Options for the opportunity to share in the success of our company
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value Work-Life balance and You Time!A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days
Time off to care for and focus on your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.
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