Director, Customer Success, EMEA

Responsibilities

Our talent team is representing a confidential DevSecOps SaaS organization seeking a Director of Customer Success for the EMEA region. In this role, you will lead both Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE) teams, creating an integrated operating model that drives measurable customer outcomes.

You will be responsible for:

• Translating global customer-outcomes strategy into a clear EMEA regional plan across dedicated, pooled, and scaled engagement motions
• Establishing a unified customer journey from onboarding and implementation through adoption, optimization, expansion, and renewal
• Building strong alignment between relationship leadership and technical expertise teams with clear roles, handoffs, and escalation paths
• Ensuring customers have current success plans with measurable outcomes, milestones, owners, and risk mitigation strategies
• Driving product adoption and platform value by connecting usage to customer-defined business objectives
• Developing scalable programs including webinars, labs, office hours, and executive engagements that increase customer reach
• Partnering with Professional Services to create seamless transitions from implementation to adoption
• Establishing operational cadence for forecasting, health management, risk assessment, capacity planning, and performance reviews
• Defining balanced scorecards covering customer outcomes, adoption metrics, retention health, expansion influence, and team development
• Building trusted partnerships with Sales, Renewal Management, Product, Engineering, Support, and Marketing teams
• Recruiting, developing, and retaining high-performing leaders and practitioners across EMEA markets

What We're Looking For

The ideal candidate will bring:

• Significant leadership experience in Customer Success, Customer Experience, or Technical Account Management within enterprise SaaS or subscription software
• Proven track record leading both relationship teams and technical customer-facing teams, ideally through managers and senior managers
• Demonstrated success 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, and adoption metrics
• Ability to lead technical and business conversations with senior customer stakeholders, including executives and engineering leaders
• Strong operational discipline including forecasting, capacity planning, KPI design, and data quality management
• Demonstrated ability to influence across Sales, Professional Services, Product, Engineering, and Operations organizations
• Experience hiring and developing distributed teams across multiple countries and cultures
• Excellent written, verbal, and executive communication skills
• Experience with DevSecOps, software development lifecycle, developer platforms, or enterprise technology transformation
• Familiarity with customer-success platforms and revenue systems such as Gainsight and Salesforce
• Experience operating in high-growth, global, all-remote environments preferred
• Experience building scaled enablement programs or pooled specialist models a plus

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your background and experience against our client's requirements. If there's a strong match, we'll schedule an initial conversation to discuss the opportunity in detail, answer your questions, and learn more about your career objectives.

Once we've completed our screening process, we'll submit qualified candidates directly to our client for consideration. We coordinate all interview scheduling and provide guidance throughout the selection process. Please note that candidates should not contact the client organization directly—all communication flows through our team to ensure a professional and coordinated experience.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

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