Director, Customer Success, EMEA

Responsibilities

We are representing a confidential DevSecOps SaaS organization seeking a strategic Director of Customer Success to lead their EMEA Customer Success Management, Architecture, and Engineering teams. This role owns the regional customer-success operating model across relationship management, adoption architecture, technical enablement, customer health, and outcome realization.

You will:

• Translate the global customer-outcomes strategy into a clear EMEA plan, defining regional engagement models, coverage strategy, segmentation, and operating rhythm across dedicated, pooled, and scaled motions
• Establish a single view of the customer journey from onboarding through adoption, optimization, expansion, and renewal, ensuring adoption connects to customer-defined business outcomes
• Lead integrated customer success and engineering organizations with clear roles, handoffs, decision rights, and escalation paths
• Ensure every appropriate customer has a current success plan with measurable outcomes, milestones, owners, risks, and next actions
• Develop scalable programs including webinars, hands-on labs, office hours, adoption plays, and executive engagements that increase customer reach and impact
• Drive product adoption and verified customer outcomes as the center of the operating model, using product-usage data and health signals to identify risk and prioritize intervention
• Establish a disciplined cadence for forecasting, customer health, risk management, pipeline inspection, capacity planning, and performance reviews
• Own operational excellence across customer success platforms and revenue systems, improving data quality and consistency
• Recruit, develop, coach, and retain high-performing leaders and practitioners across EMEA, creating career paths and succession plans for both disciplines
• Partner across Sales, Renewal Management, Professional Services, Support, Product, Engineering, and Marketing to orchestrate customer success

What We're Looking For

Our talent team is seeking candidates with:

• Significant leadership experience in Customer Success, Customer Experience, or Technical Account Management in enterprise SaaS or subscription software
• Experience leading both customer-facing relationship teams and technical customer-facing teams, ideally through managers and senior managers
• A track record of improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts
• Experience designing or scaling coverage models across dedicated, pooled, digital, or programmatic customer-success motions
• Strong understanding of customer lifecycle management, success planning, health and risk management, adoption metrics, and renewal/expansion partnership
• Ability to lead technical and business conversations with senior customer stakeholders, including executives, technology leaders, and engineering audiences
• Strong operational discipline including forecasting, capacity planning, KPI design, data quality, and inspection cadences
• Demonstrated ability to influence across Sales, Renewal Management, Professional Services, Product, Engineering, Support, and Operations
• Experience hiring, developing, and retaining distributed teams across multiple countries and cultures
• Excellent written, verbal, and executive communication skills

Preferred experience includes:

• DevSecOps, software development lifecycle, developer platforms, or enterprise technology transformation
• Leading adoption of AI, developer productivity, security, or platform capabilities
• Familiarity with customer-success platforms and revenue systems such as Gainsight and Salesforce
• Operating in a high-growth, global, all-remote company
• Building scaled enablement programs, technical communities, or pooled specialist models

How We Work with You

Candidates apply directly through Get A Job.ai. Our recruiter will screen your application and conduct an initial conversation to understand your background and interest. If there is a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly, as all communication is managed through our talent team to ensure a coordinated and professional process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We welcome candidates from all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.