Director, Customer Success – Southern & Central Europe

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

📋 Description

• Spearhead the creation and execution of customer success strategies for the Southern and Central Europe regions.

• Enhance customer adoption, growth, retention, and long-term satisfaction.

• Lead and cultivate a high-performing Customer Success team.

• Manage strategic and complex customer portfolios to ensure satisfaction, reference-ability, and retention.

• Develop and implement thorough account plans throughout the customer journey.

• Establish and foster senior and executive-level relationships with customers.

• Provide actionable internal Quarterly Business Reviews (QBRs) to Customer Success and Sales leadership.

• Identify opportunities for expansion, offer advice on incremental revenue, and secure operational commitments.

• Guide, mentor, and coach Senior Managers and Customer Success professionals.

• Maintain high Gross Revenue Retention (GRR), boost Net Revenue Retention (NRR), identify expansions, and drive customer success KPIs.

• Actively identify and address risks related to customer satisfaction, growth, and renewals.

• Serve as the escalation point for complex customer issues and advocate for customer needs.

• Develop and enhance regional governance programs, onboarding procedures, success strategy meetings, and regular business reviews.

• Track and report regional performance metrics to senior leadership.

• Lead initiatives aimed at improving team efficiency, product utilization, and customer outcomes.

• Integrate efforts across Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to meet customer needs.

• Advocate for customer feedback across departments to support enhancements in products and services.

⛳️ Requirements

• Bachelor’s degree in Business, Finance, Information Systems, or a related discipline; an advanced degree may be considered in place of professional experience.

• Over 10 years of experience in a related role with direct customer advocacy and engagement experience.

• At least 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales roles.

• A minimum of 3 years in a leadership capacity.

• Proven track record of managing complex customer portfolios and engaging with C-level executive stakeholders.

• Extensive experience with Software as a Service (SaaS) applications.

• Strong understanding of corporate finance operations, including financial close, planning, budgeting, forecasting, and management reporting.

• Preferred expertise with the OneStream platform and its offerings.

• Prior experience with a Corporate Performance Management (CPM) solution is preferred.

• Experience in CPM/EPM delivery within complex customer environments is preferred.

• Advanced skills in MS Office, particularly Excel.

• Willingness to travel up to 30%, based on customer needs and geographical considerations.

• All candidates must have the legal authorization to work for any company in France without sponsorship.

🏝️ Benefits

• Transparency regarding corporate structure, salary, and benefits.

• A core focus on customer success as a fundamental value.

• A diverse range of project work that is not limited to a specific industry.

• A strong culture of camaraderie and teamwork.

• Numerous training opportunities available.