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Director / Senior Director, Customer Success

4 weeks ago

Dublin, Dublin City, Ireland Nitro Full time
Director / Senior Director, Customer Success

Director / Senior Director, Customer Success

A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team.With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work:

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

- One team, One mission
Our collective dedication to Nitro's mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
- Own it
We take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
- Accountable to our customers
We are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
- Excellence in execution
Driven by passion and precision, we exemplify excellence in our delivery with innovative, top-quality results.
- Be bold, fail fast, learn faster
We learn as we grow, dare to try, and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

The Role:

As the Senior Director of Customer Success for EMEA, you will lead and scale our regional Customer Success team to deliver exceptional value, drive customer outcomes, and expand long-term partnerships across our enterprise and mid-market customer base. You'll be responsible for building and executing the EMEA customer success strategy, aligning closely with Sales, Product, Support, and Marketing to improve adoption, retention, and growth.

You will also work in close partnership with the Director of Customer Success for North America to ensure a unified, global approach to customer success. Together, you will define and implement best practices that scale across regions and ensure consistency in how we engage, support, and grow our customers worldwide.

This role requires a strong mix of strategic thinking, operational excellence, and team leadership. You will be the voice of the customer within Nitro, championing the needs of our EMEA clients and ensuring their success drives business growth.

This role reports to the SVP, Customer Experience.

What you'll be doing:

- Own the customer lifecycle in EMEA from onboarding to renewal, ensuring customers achieve measurable outcomes.
- Partner with customers to align Nitro's solutions with their digital transformation goals and document productivity needs.
- Drive high adoption and satisfaction through value-driven engagement and proactive account management.

- Leadership & Team Development
- Lead, mentor, and grow a high-performing Customer Success team across the EMEA region.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Ensure the team is aligned with global CS goals while addressing the unique needs of the EMEA market.

- Collaborate closely with the North America Director of Customer Success to ensure strategies, processes, and success plans are implemented consistently across regions.
- Contribute to a global framework for CS operations, metrics, and customer engagement programs.

- Customer Health & Retention
- Own customer retention, expansion, and health metrics across the region.
- Oversee risk mitigation plans and proactively manage escalations with a focus on long-term partnership.
- Drive renewals in collaboration with Sales and identify upsell opportunities through strong customer relationships.

- Cross-Functional Collaboration
- Collaborate with Sales to support strategic accounts, pilots, and renewals.
- Influence Product roadmaps by communicating regional customer feedback and emerging trends.
- Work with Marketing and CS Enablement on lifecycle communications, onboarding content, and scaled customer programs.

- Business Insights & Reporting
- Provide regular reporting on customer health, retention forecasts, and CS team performance.
- Use data and insights to optimize CS programs and improve the customer journey across key segments.

Success Criteria:

- Proven ability to lead and scale high-performing CS teams in a fast-paced environment.
- Strong executive presence and ability to build trust with senior stakeholders, both internally and externally.
- Demonstrated ability to influence cross-functional teams and drive customer-centric initiatives.
- Metrics-driven mindset with a focus on outcomes, value delivery, and measurable success.
- Strong understanding of the EMEA business landscape and customer expectations.
- Experience driving alignment with global CS leadership to ensure consistency across regional teams.

What we're looking for:

- 10+ years of Customer Success or Account Management experience in enterprise software, with at least 5 years in a leadership role.
- Prior experience managing teams across EMEA and supporting a diverse, international customer base.
- Deep knowledge of the customer lifecycle, success planning, and digital adoption strategies.
- Exceptional communication, interpersonal, and organizational skills.
- Strong commercial acumen with experience supporting upsell, cross-sell, and renewal motions.
- Fluent in English; additional European languages a plus.
- Ability to travel within EMEA as needed (~25%).

Why Nitro?
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:

Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, orappointments.

Hybrid Work
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.

Benefits:
Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.

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