Director, Customer Success EMEA

About the role

This senior leadership position is responsible for shaping and scaling the Customer Success function across the EMEA region in a fast‑growing enterprise technology environment. Based in the United Kingdom, the Director will lead high‑performing teams, drive customer value, and ensure strong outcomes in adoption, retention, and expansion.

Key responsibilities

• Build, lead and scale a regional Customer Success organization, including Engineers and Specialists.
• Define and execute strategies focused on adoption, retention, expansion and long‑term customer value.
• Own the end‑to‑end customer journey from onboarding through renewal and growth.
• Partner with Sales, Product, Support and Renewals to align objectives and remove friction.
• Establish and manage KPIs for customer health, engagement, retention and team performance.
• Implement automation and AI‑enabled tools to increase efficiency and proactive engagement.
• Recruit, develop and mentor talent while fostering a culture of accountability and customer obsession.
• Lead change‑management initiatives to improve scalability and consistency across the region.
• Identify risks and opportunities within the customer base and develop improvement strategies.
• Represent EMEA Customer Success in global leadership discussions.

Required profile

• 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology.
• Proven track record of building and scaling high‑performing teams across multiple markets.
• Strong experience driving adoption, retention, renewal performance and revenue expansion.
• Demonstrated ability to lead organizational transformation and technology‑enabled scaling.

Required skills