Director Customer Success

Overview
One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems.
Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access.
Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments.
The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions.
Now, customers can achieve identity-centric security with trusted, proven technology in each major category.
The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity.
We are seeking a strategic and customer-obsessed Director of Customer Success to lead our EMEA customer success organization.
This role is critical in driving customer retention, expansion, and advocacy across the region.
You will lead a team of Customer Success Managers (CSMs) and collaborate cross-functionally to ensure our customers achieve their desired outcomes and realize maximum value from our solutions.
Responsibilities
Strategy & Planning: Partner with the Chief Customer Officer to define and execute the Customer Success strategy in EMEA & APJ.
Build, lead, and scale a high-performing EMEA Customer Success team.
Define and execute regional customer success strategies to drive product adoption.
Serve as a key voice of the customer within the organization.
Customer Lifecycle Management: Oversee onboarding, adoption, renewal, and annual increase strategies for EMEA customers.
Develop and implement success plans to drive customer outcomes and satisfaction.
Monitor customer health metrics and proactively address risks.
Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Support to deliver a seamless customer experience.
Consolidate customer and team feedback to Product and Engineering teams based on customer insights.
Operational Excellence: Manage obtainment of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) vs. company annual operating plan.
Drive process improvements and leverage tools to scale customer success operations.
Provide reporting on team and individual performance.
Act as a liaison between Customer Success, Sales, Technical Support, Partners and Professional Services to align on customer-centric initiatives.
Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
Work with our channel team to ensure communication and operational plans include the partners.
Qualifications
8+ years of experience in Customer Success and Account Management, with at least 5 years in a leadership role.
Proven experience managing teams across multiple countries in the EMEA region.
Strong understanding of SaaS business models and customer lifecycle management.
Excellent communication, leadership, and stakeholder management skills.
Fluent in English; additional European languages are a plus.
Willingness to travel within the region as needed on a limited basis (10-15%).
What Will Make You Stand Out
Experience with customer segmentation, health scoring models, and lifecycle frameworks.
Experience with tools like Gainsight, Salesforce, or similar CS platforms.
Background in enterprise software, cloud services, or B2B SaaS.
Familiarity with change management, process improvement methodologies and personality catorization methodologies (DISC, Meyers-Briggs).
Working in a private equity environment
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