Customer Success Director EMEA

About This Opportunity

Our talent team is representing a confidential SaaS organization in their search for a Customer Success Director to lead their EMEA customer success function. This London-based role carries accountability for over $10M in ARR and reports directly to the Global Head of Customer Success.

You'll be responsible for building and scaling a world-class customer success organization that drives retention, expansion, and advocacy across a complex B2B customer base. This is a senior leadership position requiring someone who can operate strategically while remaining hands-on with both team development and key accounts.

Responsibilities

• Own full P&L accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the EMEA portfolio
• Directly manage a team of Account Managers and client-facing strategists, focusing on their professional development and performance
• Partner with your North American counterpart to ensure consistent, excellent customer experience across geographies and contract sizes
• Monitor and act on leading indicators of churn risk including platform adoption, data quality, KPI attainment, executive sponsor engagement, and health scoring
• Guide complex deal cycles through to successful renewal and expansion outcomes
• Identify key pain points in the retail vertical and optimize customer working practices through solution implementation
• Build repeatable, scalable customer journey frameworks that drive predictability in retention and growth
• Influence cross-functional stakeholders across Product, Sales, and Finance to secure resources and alignment

What We're Looking For

Required Experience:

• Minimum 5 years in B2B SaaS organizations
• At least 3 years of people management experience, actively coaching teams to achieve organizational and individual goals
• Proven track record leading and scaling customer success functions in complex, multi-stakeholder B2B environments
• Direct experience managing both technical/delivery talent and commercially-oriented account management professionals under one team
• Retail industry background or deep familiarity with retail/merchandising workflows and pain points

Core Competencies:

• Comfort operating in a data-driven, metrics-first culture—you can build and defend GRR/NRR forecasts, not just describe sentiment
• Ability to navigate complex organizational structures and secure executive buy-in
• Strong relationship-building skills with both internal teams and senior client stakeholders
• Fluency moving between tactical day-to-day account issues and longer-term strategic planning
• Product evangelism with a solutions-focused, bias-to-action approach
• Nurturing, hands-on coaching style with a collaborative, low-ego mindset
• Excellent time management and prioritization across varied portfolios

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will review your background and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client organization directly—all communication and interview coordination will flow through our team to ensure the best possible candidate experience.

Pay

Compensation details will be discussed during the screening process with our recruiting team and will be competitive with the market for this level of leadership responsibility.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.