At a Glance
- Tasks: Lead customer success strategy and ensure clients achieve sustainable value from our solutions.
- Company: Join EDB, a leader in data and AI platforms with a focus on innovation.
- Benefits: Enjoy work-life balance, wellness resources, and a diverse, inclusive workplace.
- Other info: Be part of a global team focused on excellence and growth opportunities.
- Why this job: Make a real impact by driving customer success in a high-growth tech environment.
- Qualifications: 10+ years in Customer Success Management with strong leadership and collaboration skills.
The predicted salary is between 90000 - 120000 £ per year.
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. EDB supports major government organizations, financial services, media and information technology companies, delivering up to 99.999% high availability with security, compliance controls, and observability.
As Director of EDB’s Customer Success - EMEA region, you will lead our customer-centric strategy to ensure customers achieve outcomes and derive sustainable value from our solutions. You will have the opportunity to develop, operate, and manage an organization’s region that is ripe for growth.
Key Strategic Pillars- Modernize the CS lifecycle: move toward predictive health monitoring, executive business reviews (EBRs), and success planning that anticipates customer needs.
- Scalability through Digital Motions: lead the transition to a scaled success model with digital-touch workflows and pooled models.
- Growth & Retention: partner with Sales and Renewals to identify expansion opportunities and retain customers, with early risk identification for intervention.
- Advancing through technology: champion the adoption of CS platforms for a single view of customer health, usage, and risk signals.
- Regional Leadership: Manage and mentor a diverse team of CSMs and TAMs, fostering accountability, curiosity, and commercial grit.
- Operational Excellence: Develop and track North Star metrics, including Net Retention Rate (NRR), Gross Retention Rate (GRR), Churn Rate, Time-to-Value (TTV), and Customer Health Scores.
- Cross-Functional Advocacy: Represent the Voice of the Customer to Product and Engineering to help shape the roadmap and prioritize regional requirements.
- Strategic Account Oversight: Act as the executive sponsor for key accounts, navigating escalations and strengthening long-term partnerships.
- The Architect Mindset: Experience building or refining CS playbooks and using Tech-Touch strategies for long-tail accounts.
- Data-Driven: Use signals, telemetry, and customer data to predict churn and identify expansion opportunities.
- Change Agent: Lead teams through transitions with a proactive, value-based delivery model.
- Strategic Importance: Customer Success drives enterprise valuation and market share.
- Global Collaboration: Work with a global cohort to standardize excellence across regions.
- Market Tailwind: Opportunity to capitalize on open-source and AI-ready data layers.
- 10+ years of Customer Success Management and Professional Services leadership in a high-growth B2B software/SaaS environment.
- Proven ability to collaborate with Sales, Marketing, Product, and Operations.
- Experience connecting post-sale and sales experiences.
- Experience implementing global processes and standards.
- Empathy for customers and passion for revenue and growth.
- Strong people management, coaching, and development skills.
- Excellence in stakeholder relationship management including influencing, conflict resolution, problem solving, and negotiating.
EDB is committed to supporting employees’ well-being with benefits and resources to promote work-life balance, including CuraLinc health and wellness resources. We encourage you to review our career site for details on perks and region-specific benefits. EDB is an equal opportunity workplace and values diversity and inclusion. EDB does not seek or accept unsolicited resumes from recruitment agencies.
Director, Customer Success in London employer: EDB
EDB is an exceptional employer that prioritises employee well-being and professional growth, offering a dynamic work culture where innovation thrives. As the Director of Customer Success in the EMEA region, you will lead a diverse team while benefiting from global collaboration and a commitment to work-life balance through comprehensive wellness resources. Join us to make a meaningful impact in a rapidly evolving data and AI landscape, where your contributions directly influence customer success and enterprise value.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at EDB on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding EDB's customer success strategies. Think about how your experience aligns with their goals, especially around predictive health monitoring and digital workflows.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used customer data to predict churn or identify growth opportunities in past roles. Numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the EDB team.
We think you need these skills to ace Director, Customer Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director of Customer Success role. Highlight your experience in customer success management and how it aligns with EDB's goals. We want to see how you can bring value to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share your successes! Use metrics to demonstrate how you've improved customer retention or driven growth in previous roles. This will help us see the impact you could have at EDB.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not only skilled but also a great fit for our culture. Share your passion for customer success and how you’ve made a difference in past positions.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at EDB
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics like Net Retention Rate and Customer Health Scores. Be ready to discuss how you've used these metrics in past roles to drive customer success and retention.
✨Showcase Your Leadership Style
Prepare examples that highlight your experience in managing diverse teams. Discuss how you foster accountability and curiosity within your team, and how you’ve successfully led transitions in customer success strategies.
✨Demonstrate Data-Driven Decision Making
Be prepared to talk about how you've used data to predict churn and identify expansion opportunities. Share specific instances where your data analysis led to successful outcomes for customers.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working with Sales, Marketing, and Product teams. Prepare to discuss how you’ve represented the Voice of the Customer in shaping product roadmaps and driving strategic initiatives.
