Director of Customer Success - EMEA - Remote

Overview

The Director of Customer Success is responsible for the overall health of all of our EMEA accounts. Ensuring value realization for the client and driving ongoing adoption of the platform are key responsibilities for this role.

In Short

• Lead the EMEA Customer Success team.
• Ensure strong renewals and Net Retention rates.
• Establish a Client Success portfolio structure.
• Partner cross-functionally to solve client business challenges.
• Drive regularly scheduled check-ins and monitor client satisfaction.
• Identify new business opportunities for customer retention and expansion.
• Manage staffing, training, and performance of Customer Success Managers.
• Motivate the team to achieve organizational goals.
• Communicate organizational metrics and optimization recommendations to the Executive team.
• Willingness to travel up to 25% of the time.

Requirements

• Bachelor’s degree or equivalent experience.
• 7+ years in a B2B customer success role in a SaaS startup.
• 3+ years of team management experience.
• Exceptional communication and interpersonal skills.
• Strong problem-solving skills and technical understanding.
• Desire to teach customers about the platform.
• Empathy for customer needs and challenges.
• Proven track record in managing complex solutions at the enterprise level.

Benefits

• Competitive salary and meaningful equity.
• Comprehensive Private Medical Insurance.
• Balance Days (additional paid holidays).
• Paid parental leave.
• Fertility & Adoption Assistance.
• Paid Sabbatical.
• Flexible PTO.
• Monthly Employee Wellness allowance.
• Monthly Professional Development allowance.
• Complete laptop workstation provided.