Senior Director of Customer Success: Leadership Role for Global Expansion

Leadership Role for Global Customer Success

Our organization seeks an exceptional Senior Director of Customer Success to lead and scale our regional customer success team. The ideal candidate will have a strong track record of driving customer outcomes, expanding long-term partnerships, and fostering a culture of accountability, collaboration, and continuous improvement.

The successful individual will be responsible for building and executing the EMEA customer success strategy, aligning closely with Sales, Product, Support, and Marketing teams. They will also work in close partnership with the Director of Customer Success for North America to ensure a unified, global approach to customer success.

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

Key Responsibilities:

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• Own the customer lifecycle in EMEA from onboarding to renewal, ensuring customers achieve measurable outcomes.">
• Partner with customers to align our 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:

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• 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.">

Customer Health & Retention:

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• 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:

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• 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:

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• 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.">

Requirements:

We are seeking a highly experienced professional with:

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• A minimum of 10 years of Customer Success or Account Management experience in enterprise software.">
• At least 5 years in a leadership role with a proven ability to lead and scale high-performing CS teams.">
• 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%).">

What We Offer:

Our organization provides 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.

Why Join Our Organization?

Our organization is committed to creating an inclusive and diverse work environment where everyone feels valued and empowered to excel. We believe in the importance of work-life balance and offer flexible working arrangements to support our employees' needs.