Director, Customer Success EMEA

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success EMEA based in Ireland.

This is a senior leadership opportunity to shape and scale customer success across the EMEA region within a fast-growing, enterprise technology environment. You will be responsible for building high-performing teams, driving customer value realization, and ensuring customers achieve strong outcomes across adoption, retention, and expansion. The role combines strategic leadership with operational excellence, requiring a deep focus on customer lifecycle management and data-driven execution. You will work closely with Sales, Product, Support, and Renewals to deliver a seamless, value-oriented customer experience. Operating in a dynamic, international context, you will play a key role in defining regional strategy while embedding scalable processes supported by automation and AI. This position is ideal for a customer-centric leader passionate about building teams, improving customer journeys, and driving measurable business impact.

Accountabilities

• Lead, build, and scale a high-performing Customer Success organization across the EMEA region, including Customer Success Engineers and Specialists.
• Define and execute regional customer success strategies focused on adoption, retention, expansion, and long-term customer value.
• Own and optimize the end-to-end customer journey, ensuring a seamless experience from onboarding through renewal and growth.
• Partner closely with Sales, Product Management, Support, and Renewals teams to align objectives and remove friction across the customer lifecycle.
• Establish and manage key performance indicators across customer health, engagement, retention, and team performance to drive data-informed decisions.
• Implement automation and AI-enabled tools to scale customer success operations, improve efficiency, and enhance proactive customer engagement.
• Recruit, develop, and mentor high-performing talent while fostering a culture of accountability, learning, and customer obsession.
• Drive change management initiatives and operational improvements to increase scalability, consistency, and impact across the region.
• Identify risks and opportunities within the customer base and develop strategies to improve satisfaction, retention, and expansion outcomes.
• Represent the EMEA Customer Success organization in global leadership discussions and contribute to broader strategic initiatives.

Requirements

• 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology environments.
• Proven track record of building and scaling high-performing customer success teams across multiple markets or regions.
• Strong experience driving customer adoption, retention, renewal performance, and revenue expansion outcomes.
• Demonstrated ability to lead organizational transformation, process improvement, and technology-enabled scaling initiatives.
• Experience implementing automation, data-driven frameworks, and AI-enabled tools to improve customer lifecycle management.
• Strong understanding of customer health metrics, lifecycle strategies, and value realization frameworks.
• Excellent leadership skills with a proven ability to mentor, develop, and inspire high-performing teams.
• Strong executive presence with excellent communication, stakeholder management, and cross-functional collaboration skills.
• Ability to translate customer insights into actionable strategies that drive measurable business outcomes.
• Experience operating in complex, global, and fast-scaling organizational environments.

Benefits

• Competitive compensation package aligned with senior leadership responsibilities.
• Comprehensive health, dental, and vision insurance coverage for employees and dependents.
• Life insurance, critical illness coverage, disability protection, and additional financial security benefits.
• Generous paid time off, including annual leave, tenure-based additional days, wellness days, and volunteer days.
• Monthly meal and lifestyle allowances supporting everyday wellbeing and flexibility.
• Access to learning and development platforms, mentoring programs, and global training initiatives.
• Opportunities for continuous professional growth in a global, high-impact technology organization.
• Strong emphasis on work-life balance, wellbeing, and employee support programs.
• Hybrid or remote flexibility depending on role and location eligibility requirements.
• Inclusive, international work culture with a strong focus on collaboration and knowledge sharing.