Director, Customer Success

About This Opportunity

We are representing a confidential enterprise technology organization in their search for an exceptional Director of Customer Success to lead a global team of approximately 26 Customer Success Managers across multiple regions including Australia, the US, UK, Germany, and wider EMEA.

This is a senior leadership role for someone who knows what great Customer Success looks like and has the experience, credibility, and energy to build it at scale. You will set the global Customer Success strategy, establish a clear and scalable operating model, raise standards across regions, and develop Customer Success Managers into consistently stronger strategic customer leaders.

This is deliberately not an account-owning role. You will not carry your own customer portfolio. Instead, you will operate as a strategic leader, coach, and expert across the Customer Success organization, providing direction, challenge, and expertise across Customer Success strategy, methodology, processes, commercial discipline, customer value, and team performance.

Responsibilities

• Lead, coach, and develop a global team of approximately 26 Customer Success Managers across multiple regions, creating a high-performance, accountable, and collaborative culture
• Set the global Customer Success strategy and translate it into clear priorities, standards, and measurable outcomes that can be consistently understood and executed across regions
• Own and continuously evolve the global Customer Success methodology, operating model, processes, governance, tooling, and best practices, ensuring they remain effective as the organization scales
• Establish a consistent framework for customer planning, onboarding, adoption, value realization, customer health, risk identification, renewals, and expansion, working closely with Sales to ensure clear ownership and collaboration
• Coach Customer Success Managers to become stronger strategic customer leaders, developing their capabilities across executive engagement, commercial acumen, value selling, stakeholder management, strategic account planning, and effective customer conversations
• Provide constructive challenge to Customer Success Managers and regional leaders, raising the quality and consistency of customer strategy and ensuring teams are focused on meaningful customer and business outcomes
• Establish clear performance expectations, KPIs, and management rhythms across Customer Success, using data and customer insight to identify trends, diagnose performance gaps, and uncover opportunities for improvement
• Build and maintain a strong Customer Success knowledge base, including playbooks, frameworks, templates, and repeatable practices that enable Customer Success Managers to operate effectively and consistently
• Partner closely with Sales leadership to establish effective collaboration across renewals, expansion, customer risk, and executive relationships
• Partner with Professional Services, Product, Support, and Engineering to improve the end-to-end customer experience and identify recurring sources of friction
• Act as a senior escalation point for strategically important or complex customer situations, providing direction, coaching, and strategic guidance to the Customer Success Manager rather than taking over account ownership
• Represent the voice of Customer Success at senior leadership level, bringing clear customer insight, recommendations, and data-driven perspectives to business decisions
• Identify capability gaps across the organization and build targeted development plans, coaching programmes, and succession pipelines to strengthen the long-term capability of the Customer Success function
• Support hiring and organizational design decisions as the Customer Success organization continues to grow
• Champion a culture of continuous improvement, accountability, and customer value

What We're Looking For

• Significant senior leadership experience within Customer Success, ideally gained in B2B SaaS, enterprise technology, AI, automation, or a similarly complex technology environment
• Proven experience leading geographically distributed Customer Success teams, ideally at a scale comparable to 20+ Customer Success Managers across multiple regions and markets
• Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling, governance, and performance management
• A strong track record of coaching and developing Customer Success Managers and building high-performing teams
• Experience establishing, transforming, or scaling Customer Success processes and standards during periods of significant growth or organizational change
• A strong understanding of customer value realization, product adoption, retention, renewals, expansion, customer health, and executive engagement
• Strong commercial understanding, with the ability to partner effectively with Sales and understand the commercial drivers of the business
• Highly data-driven, with the ability to use customer and business insight to diagnose performance, identify risk, establish priorities, and make informed decisions
• Exceptional executive communication and influencing skills, with the confidence and credibility to engage senior stakeholders, challenge established thinking, and communicate complex ideas clearly
• An exceptional coach who can elevate Customer Success Manager performance through clear, practical guidance, constructive challenge, and strong leadership
• Strategic and structured, with the ability to operate at a global level while diving into the detail when required
• Strong judgment and commercial acumen, with a clear focus on measurable outcomes and the ability to balance customer, commercial, and organizational priorities
• Collaborative, pragmatic, and confident, comfortable challenging established thinking while building strong relationships across functions and levels of seniority
• Calm, credible, and highly organized, particularly when dealing with complex customer situations, competing priorities, and high-pressure environments
• Able to create clarity, align distributed teams, and lead effectively through periods of change
• Naturally curious about customers, technology, and the ways organizations can use AI and automation to generate measurable business value

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and experience against this senior leadership role. If there's a strong match, a recruiter will conduct an initial screening conversation to understand your background, leadership philosophy, and career goals.

We will then submit qualified candidates to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through Get A Job.ai to be considered for this confidential search.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Employment Opportunity: Get A Job.ai is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.