Director of Customer Success EMEA

You will lead and develop the EMEA Customer Success team while remaining directly involved with strategic enterprise accounts. You will build scalable account-planning, escalation, and reporting processes; own retention and account-health outcomes; grow usage within existing accounts; and partner with Sales, Product, and Forward Deployed Creatives.

Responsibilities

• Lead, hire, onboard, coach, and manage the EMEA Customer Success team
• Manage senior relationships and escalations for strategic accounts
• Build scalable account planning, escalation, and reporting processes
• Own net revenue retention, retention, account health, and escalation-resolution outcomes
• Grow usage across teams, markets, and use cases within existing accounts
• Partner with Sales on renewals and expansion, Product on customer needs, and Forward Deployed Creatives on adoption
• Maintain standards for CRM hygiene, renewal management, expansion identification, and customer engagement
• Contribute customer-success strategy and operational insights to leadership

Requirements

• 10+ years of Customer Success or closely related client-facing experience
• Substantial experience leading senior individual contributors with accountability for performance outcomes
• Experience building and developing Customer Success teams
• Experience managing senior relationships at large enterprise or agency accounts
• Experience making team work repeatable through systems and processes
• Operational leadership and outcome-metric ownership
• Cross-functional partnership with Sales, Product, and GTM leaders
• Experience operating in a scaling environment