Director, Customer Success – EMEA

This is a fully remote position, open to applicants in Poland.

📋 Description

• Build, lead, and expand a high-performing Customer Success team in the EMEA region, consisting of Customer Success Engineers and Specialists, to enhance customer coverage, execution quality, and regional influence.

• Develop and implement customer journey strategies aimed at boosting adoption, accelerating time-to-value, enhancing customer satisfaction, strengthening retention, and driving revenue growth.

• Coordinate cross-functional efforts with Sales, Product Management, Customer Support, and Renewals to eliminate obstacles, enhance predictability, and provide a seamless customer experience.

• Establish, govern, and act upon well-defined KPIs related to customer health, team performance, and business impact to identify risks, assess progress, and enhance decision-making.

• Leverage automation and AI-driven tools to optimize onboarding processes, enhance execution, improve support milestones, and foster a more proactive customer success approach.

• Recruit, mentor, and nurture talent focused on delivering customer value, cultivating a culture of excellence, accountability, continuous learning, and measurable performance.

⛳️ Requirements

• Over 12 years of progressive leadership experience in Customer Success within the technology or SaaS sectors, with a proven history of enhancing adoption, retention, customer value, and revenue growth.

• More than 12 years of demonstrated leadership experience in creating high-performing teams, developing talent, and converting strategy into measurable business outcomes.

• Expertise in leading change management, automation, and technology-enabled process enhancements that increase scalability, consistency, productivity, and customer results.

• Proven success in managing customer adoption, health, risk mitigation, renewal performance, and expansion initiatives that drive sustainable revenue growth.

• Outstanding executive leadership, communication, and relationship-building abilities, capable of aligning teams around objectives and translating customer insights into actionable strategies.

🏝️ Benefits

• 21 annual vacation days, with additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Comprehensive private health, dental, and vision insurance for employees and their dependents, including outpatient care, hospitalization, pregnancy monitoring, and mental health support.

• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform.

• Life insurance coverage equivalent to 2× annual gross salary, along with critical illness and disability insurance, plus vision reimbursement.

• Complimentary access to the Bookster library platform for borrowing your favorite books at no cost.

• Opportunities for professional development and growth through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning.