Senior Director – Customer Success

📋 Description

• Develop and implement the Customer Success strategy for the region, ensuring alignment with global priorities and local market conditions.

• Create scalable engagement frameworks for onboarding, adoption, value realization, renewal, and expansion.

• Align customer segmentation and coverage strategies with revenue tiers, complexity, and potential for growth.

• Standardize success planning, value measurement, and executive engagement frameworks throughout the region.

• Contribute to the enhancement of the global Customer Success strategy and operational model.

• Build, lead, and nurture a multi-tiered Customer Success organization across the region.

• Recruit, mentor, and empower senior leaders and frontline managers.

• Ensure all strategic customers have a quantifiable success plan that aligns with their business KPIs.

• Serve as a strategic advisor to customer leadership regarding evolving operating models in marketing, customer experience, and service.

• Collaborate with regional Sales leadership on account strategies, renewals, and growth opportunities.

• Take ownership of forecasting for customer health, renewal risks, and expansion possibilities.

⛳️ Requirements

• A Bachelor’s degree is required; an advanced degree is preferred.

• Over 12 years of experience in Customer Success, Consulting, or enterprise SaaS settings.

• More than 7 years of experience leading customer-facing organizations across multiple countries or regions.

• Proven track record in managing a regional or large-scale Customer Success function.

• Extensive knowledge in customer lifecycle management, adoption, and value realization frameworks.

• Familiarity with complex enterprise SaaS platforms within marketing, customer experience, or contact center sectors.

• Strong executive presence and the ability to influence C-level stakeholders effectively.

• Demonstrated operational discipline, forecasting precision, and commercial insight.

• Experience working collaboratively across Sales, Product, Services, and Support functions.

🏝️ Benefits

• Voluntary healthcare coverage in applicable countries.

• Paid time off to recharge and spend quality time with loved ones.

• An open Mentoring Program aimed at fostering meaningful connections that promote growth.