Director of Customer Success [EMEA]

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About the role

This is a hands-on leadership role at the center of our EMEA Customer Success organization. You'll lead a small, senior team of 5 with the intention to double to 10 in the next 12 months. Based from London, your team sit locally along with a growing team in Munich and possibly Riyadh in future working with enterprise customers across EMEA. Where You Come In You'll carry formal accountability for your team's performance, development, hiring, and day-to-day effectiveness — and you'll stay personally engaged in the region's most strategic accounts, at the level where a senior voice changes the outcome. Your core mandate is to turn a set of excellent individual practices into one operating system: the account planning, escalation, and reporting structures that let the team scale without a proportional rise in headcount. This fits someone who wants to lead from close range rather than inherit a large, already-built org. If you're looking for a defined playbook or a steady renewal book to protect, this isn't that — you'll be building the playbook as you go. What You'll Own • Lead the EMEA Customer Success team — owning hiring, onboarding, coaching, performance management, and career development for a small group of senior CSMs. • Stay personally engaged in the region's most strategic accounts, holding senior relationships directly and stepping in when a situation needs a decision at your level. • Decide where the team's time goes: which accounts warrant depth, what account enablement work is worth the investment, and what should become a repeatable, templated motion versus a bespoke one-off. • Build the account planning, escalation, and reporting processes that let the team absorb more enterprise customers without adding headcount at the same rate. • Own performance outcomes for the accounts the team covers — net revenue retention, retention rates, health score distribution, and escalation resolution — and report cleanly to leadership. • Grow usage inside existing accounts — across more teams, more markets, and more use cases • Partner cross-functionally with Sales on renewals and new-account expansion, with Forward Deployed Creatives on workflow adoption, and with Product on what customers in the region need built next. • Identify and develop talent — building a bench of strong individual contributors and emerging player-coaches who can grow with the organization. • Lead hiring for the team as it scales, setting an explicit bar for what "senior" looks like in EMEA Customer Success. • Set and maintain a high standard of execution across the team: account health, CRM hygiene, renewal management, expansion identification, and customer engagement quality. • Serve as a senior point of escalation for complex customer situations that have exceeded what the team can resolve independently. • Contribute to CS strategy alongside regional and functional leadership — bringing a ground-level view of team capability, customer patterns, and operational gaps into planning conversations. Who You Are • 10+ years of experience in Customer Success or a closely related client-facing function, including substantial experience leading teams of senior individual contributors (not only early-career CSMs) with direct accountability for performance outcomes. • A proven people manager — you've built and developed CS teams, navigated performance conversations with directness and care, and have a track record of retention and growth among your reports. • A record of personally holding senior relationships at large enterprise or agency accounts, including the conversations that go badly. • Evidence you've made a team's work repeatable — you've taken a function running on effort and given it a system, and can say what you cut to get there. • Strong

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