At a Glance
- Tasks: Lead customer success strategy and team for EMEA, driving retention and satisfaction.
- Company: Join EDITED, the leading AI-driven retail intelligence platform with a dynamic culture.
- Benefits: Enjoy flexible working, enhanced parental leave, and 25 days annual leave plus public holidays.
- Other info: Be part of a top-rated company that values diversity and innovation.
- Why this job: Make a real impact in a high-growth environment while fostering a collaborative team culture.
- Qualifications: Proven experience in B2B SaaS customer success and team management required.
The predicted salary is between 75600 - 92400 £ per year.
About EDITED
EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation.
At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best.
The Opportunity
A dynamic and results-driven Director of Customer Success who will lead our EMEA customer success strategy and team, responsible for over $10M in ARR, reporting directly into the Global Head of Customer Success. This role will be pivotal in driving customer retention, satisfaction and expansion initiatives across our SaaS customer base. The EMEA Director of Customer Success will be responsible for building a world-class customer success organization that delivers exceptional value to our customers throughout their entire EDITED platform journey.
The candidate will possess a demonstrated history of success in leading and scaling customer success organizations within the B2B SaaS space, and most importantly, experience in growing complex SaaS businesses. This includes a demonstrated ability to enable the creation and implementation of a repeatable, scalable customer journey that drives predictability in retention, expansion and customer advocacy. Additionally, experience in building and leading high-performing customer success teams, fostering a data-driven culture, and effectively managing resources to optimize efficiency and scalability are crucial. The ability to navigate complex organizational structures, influence cross-functional stakeholders, and secure executive buy-in is also essential for success in this high-growth environment.
Responsibilities:
- Retention and expansion of the EMEA book: full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across the portfolio.
- Direct management of a team of Account Managers and Retail Strategists. Managing the personal development of the team in service of delivering world-class customer service that directly supports retention and expansion goals.
- Work closely with Director of Customer Success, NA (peer role) to ensure a smooth, consistent and world class customer experience regardless of contract size or product suite purchased.
- Own the key leading indicators of churn risk: data quality/adoption within the platform, KPI attainment, executive sponsor engagement, and health scoring — and intervene early on at-risk accounts.
- Guide a deal cycle to a successful outcome.
- Understand key pain points in the retail industry and work with Retail Strategists to optimise customer working practices through implementation of our solutions.
What You’ll Bring:
- A track record of leading and scaling customer success organizations in B2B SaaS, including building repeatable retention/expansion motions in a complex, multi-stakeholder sales environment.
- Direct experience managing both technical/delivery talent and commercially-oriented account management talent under one team.
- Comfort operating in a data-driven, metrics-first culture — you can build and defend a GRR/NRR forecast, not just describe customer sentiment.
- Ability to navigate complex organizational structures, influence cross-functional stakeholders (Product, Sales, Finance), and secure executive buy-in.
- Strong relationship-building skills, internally and with senior client stakeholders.
- Ability to move fluidly between tactical, day-to-day account issues and longer-term strategic planning.
- At least 3 years of management experience actively coaching a dynamic team(s) to achieve both organisational and individual goals.
- A minimum of 5 years experience working within a B2B SaaS organisation.
- Retail industry background or deep familiarity with retail/merchandising working practices and pain points required.
Behaviours That Are Important:
- Product evangelist who leads by example.
- Solutions-focused, bias to action.
- Strong time management and prioritization across a varied portfolio.
- Nurturing, hands-on coach to the team.
- Collaborative, low-ego mindset.
What We Offer You
We value our team and to attract exceptional people, we offer an excellent package! This year, we were recognised as one of the top companies to work for in the UK. At EDITED we are set up to work remotely and can also offer hybrid working via our London and Sofia offices.
- Enhanced parental leave policy.
- 25 days annual leave + public holidays (and an extra day for every year at EDITED).
- Healthcare via SimplyHealth Cash Plan.
- You can utilise our flexible working policy to ensure you can work around your schedule.
- Season Ticket Loan & Cycle to Work schemes.
- Access to an Employee Assistance Programme.
- Employee Referral Programme.
- Gifts for work anniversaries and big life events.
At EDITED, we do not use AI to source, screen, or make decisions about candidates - every hiring decision is made by our team. We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Customer Success Director EMEA in London employer: EDITED
EDITED is an exceptional employer, offering a dynamic and inclusive work culture that prioritises creativity and collaboration. With flexible working options, enhanced parental leave, and a commitment to employee growth, team members are empowered to thrive both personally and professionally. Located in the vibrant city of London, EDITED provides unique opportunities to engage with leading brands and retailers while enjoying a supportive environment that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EDITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EDITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Director EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EDITED:Your cover letter is your chance to shine! Tell us why you want to work at EDITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EDITED!
How to prepare for a job interview at EDITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
