Director, Customer Success, EMEA

Responsibilities

We are representing a confidential DevOps platform organization seeking a Director of Customer Success for the EMEA region. In this role, you will lead a combined Customer Success Management, Architecture, and Engineering organization responsible for driving measurable customer outcomes across the region.

You will translate global customer-outcomes strategy into a clear EMEA operational plan, defining engagement models, coverage strategies, segmentation approaches, and capacity planning across dedicated, pooled, and scaled customer motions. Your focus will be establishing a unified customer journey from onboarding through adoption, optimization, expansion, and renewal.

Leading through managers and senior leaders, you will build strong alignment between relationship-focused and technical customer-facing teams, ensuring clear roles, handoffs, decision rights, and escalation paths. You will ensure every appropriate customer has a current success plan with measurable outcomes, milestones, owners, and risk assessments.

A critical part of your mandate is creating scalable programs—including webinars, hands-on labs, office hours, adoption plays, and executive engagements—that increase customer reach and impact. You will partner closely with Professional Services to ensure continuity from implementation through adoption with high-quality handoffs and clear ownership transitions.

You will make product adoption and verified customer outcomes the center of the operating model, using product-usage data, customer feedback, success-plan progress, and health signals to identify risk and prioritize interventions. You will establish repeatable plays to accelerate onboarding, remove adoption blockers, and increase breadth and depth of platform use.

Operational excellence will be your foundation: you will establish disciplined cadences for forecasting, customer health reviews, risk management, pipeline inspection, capacity planning, and performance reviews. You will define balanced scorecards covering customer outcomes, adoption metrics, retention health, expansion influence, coverage, productivity, quality, and team development.

Building and developing an exceptional distributed team is essential. You will recruit, coach, and retain high-performing leaders and practitioners across EMEA, creating career paths, enablement plans, mentoring programs, and succession planning for both relationship and technical disciplines.

Cross-functional partnership will be key to your success. You will build trusted relationships with Sales, Renewal Management, Professional Services, Product, Engineering, Support, Marketing, and Operations teams while maintaining clear accountability for customer success outcomes and health signals.

What We're Looking For

You bring significant leadership experience in Customer Success, Customer Experience, Technical Account Management, or related post-sales functions within enterprise SaaS or subscription software businesses. You have led both relationship-oriented and technical customer-facing teams, ideally through multiple layers of management.

Your track record demonstrates measurable improvements in customer adoption, documented outcomes, retention, and expansion within complex enterprise accounts. You have designed or scaled coverage models across dedicated, pooled, digital, or programmatic customer-success motions.

You possess strong understanding of customer lifecycle management, success planning, health and risk management, adoption metrics, and renewal/expansion partnership approaches. You can lead both technical and business conversations with senior customer stakeholders, including executives, technology leaders, and engineering audiences.

Strong operational discipline is essential: you are experienced in forecasting, capacity planning, KPI design, data quality management, and inspection cadences. You have demonstrated ability to influence across Sales, Professional Services, Product, Engineering, Support, and Operations organizations.

You have successfully hired, developed, and retained distributed teams across multiple countries and cultures. Your written, verbal, and executive communication skills are excellent, enabling you to operate effectively in a fully remote, global environment.

Experience with DevOps, software development lifecycle, developer platforms, or enterprise technology transformation is highly valuable. Familiarity with leading adoption of AI capabilities, developer productivity tools, security features, or platform capabilities will strengthen your candidacy.

You are comfortable with customer-success platforms and revenue systems such as industry-standard tools for health scoring and opportunity management. Experience operating in high-growth, global, all-remote companies and building scaled enablement programs, technical communities, or pooled specialist models will serve you well.

How We Work With You

Candidates apply directly through Get A Job.ai, where our talent team will review your background and experience. Qualified candidates will have an initial screening conversation with one of our recruiters to discuss the role, your qualifications, and your career goals.

After our screening, we will submit your profile to our client for consideration. If selected to move forward, our client will conduct their own interview process. We will support you throughout, providing guidance and feedback at each stage.

Please do not attempt to contact the client directly, as all applications must come through our official recruitment process to be considered.

Pay

Compensation details will be discussed during the screening process based on your experience level and location within EMEA.

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.