Director, Customer Success Manager

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

📋 Description

• Lead and oversee the EMEA Customer Success organization, providing guidance, coaching, and assistance to around 8 Customer Success Managers.

• Directly supervise approximately seven Customer Success leaders/managers, ensuring consistent leadership, performance management, and development.

• Foster a high-performing, accountable, and customer-focused culture throughout EMEA.

• Establish objectives, KPIs, and performance expectations for the Customer Success team.

• Coach and develop team members, focusing on career advancement, succession planning, and skill enhancement.

• Create and implement the regional Customer Success strategy.

• Drive customer retention, satisfaction, lifetime value, adoption, renewals, and growth.

• Identify and address churn risks while monitoring customer health, engagement, adoption, renewal, and expansion metrics.

• Collaborate with Sales and Account Management on cross-selling and upselling initiatives.

• Cultivate strategic relationships with enterprise customers and serve as an executive-level escalation point.

• Manage executive business reviews and strategic customer interactions.

• Ensure successful onboarding, success plans, product adoption, and realization of value.

• Utilize CRM and Customer Success platforms to facilitate data-driven decision-making.

• Develop forecasting and reporting for the EMEA Customer Success organization.

• Collaborate with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to ensure a seamless customer experience.

• Recruit, onboard, and retain Customer Success talent across EMEA.

• Create career development pathways, conduct performance evaluations, and implement training and development programs.

⛳️ Requirements

• 8–12+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in B2B SaaS.

• Extensive experience in leading and developing Customer Success teams, including managers and senior individual contributors.

• Proven track record in managing complex enterprise and strategic customer relationships.

• Demonstrated success in enhancing customer retention, adoption, satisfaction, and growth.

• Strong commercial acumen with experience collaborating with Sales on renewals, cross-selling, and upselling.

• Experience navigating a complex, global SaaS organization and effectively working across various functions and regions.

• In-depth understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realization.

• Familiarity with CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar tools.

• Exceptional leadership, coaching, communication, and stakeholder management capabilities.

• Strong analytical and problem-solving skills, with the ability to convert customer and business data into actionable strategies.

• Ability to think strategically while remaining attuned to day-to-day customer and team requirements.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Equal Opportunity Employer dedicated to diversity and fostering an inclusive environment.

• Remote work arrangement.