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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer success and drive product adoption.
- Company: Foundry, a global leader in tech marketing solutions with a focus on innovation.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Experience in customer success and leadership; MBA preferred.
- Other info: Join a rapidly expanding company with a collaborative culture.
The predicted salary is between 43200 - 72000 £ per year.
Foundry is a global digital media company specializing in technology marketing solutions. Formerly IDG Communications, Foundry leverages proprietary data, premium content, and martech solutions to connect technology buyers with leading brands. With a portfolio of trusted IT publications and demand-generation tools, Foundry drives informed purchasing decisions for businesses worldwide. Backed by Regent, Foundry is rapidly expanding its global reach through innovation and strategic growth.
The Director of Customer Success manages a regional CS team, ensuring effective execution of customer success strategies that maximize retention, reduce churn, and drive product adoption. They translate global CS direction into regional action, using customer data and insights to improve processes, strengthen engagement, and deliver measurable business outcomes. By fostering collaboration with Sales, Product, and Operations, the Director ensures their team drives customer satisfaction, loyalty, and growth while building long-term partnerships that benefit both customers and Foundry.
Responsibilities
- Execute customer success strategy: Translate global CS vision into regional execution plans that drive retention, adoption, and customer growth.
- Lead and develop the team: Manage, mentor, and coach CSMs, ensuring high performance, professional growth, and alignment with business goals.
- Strengthen customer partnerships: Maintain executive relationships with key accounts, driving renewals, upsell, and long-term value.
- Integrate customer insights: Partner with Product, Sales, and Operations to ensure customer feedback influences roadmap, services, and delivery improvements.
- Monitor customer health: Use data and analytics to track customer engagement, predict risk, and identify opportunities for proactive support.
- Optimize the journey: Refine onboarding, adoption, and lifecycle processes to accelerate time to value (TTV) and deliver consistent, high-quality experiences.
- Advocate for customers internally: Serve as the regional voice of the customer in leadership forums, ensuring customer outcomes shape strategy and execution.
- Drive measurable results: Own and report on customer success metrics (GRR, NRR, health scores, CSAT/NPS), linking CS impact directly to business performance.
Qualifications
- Experience MBA or advanced degree in business, marketing, or related field preferred.
- Customer Success certifications are a plus.
Seniority level: Director
Employment type: Full-time
Industries: Food and Beverage Services, Manufacturing, and Food and Beverage Manufacturing
Director, Customer Success EMEA employer: Foundry
Contact Detail:
Foundry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Customer Success EMEA
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Foundry or similar companies. A friendly chat can open doors and give you insider info on the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by diving deep into Foundry's mission and values. Show us that you understand how customer success fits into their strategy. Tailor your examples to highlight how you've driven retention and growth in previous roles.
✨Tip Number 3
Don’t just talk about your achievements; quantify them! Use metrics to showcase how you’ve improved customer satisfaction or reduced churn in past positions. Numbers speak louder than words, and we love seeing tangible results.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Foundry team. Let’s make it happen!
We think you need these skills to ace Director, Customer Success EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director, Customer Success role. Highlight your experience in customer success strategies and how you've driven retention and growth in previous roles. We want to see how you can translate global vision into regional action!
Showcase Your Leadership Skills: As a director, you'll be leading a team, so it's crucial to demonstrate your leadership abilities. Share examples of how you've managed, mentored, or coached teams in the past. We love seeing candidates who can inspire and develop others!
Use Data to Your Advantage: Since this role involves monitoring customer health and using data analytics, make sure to include any relevant experience you have with data-driven decision-making. Show us how you've used insights to improve processes and drive customer satisfaction.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out on this opportunity!
How to prepare for a job interview at Foundry
✨Know the Company Inside Out
Before your interview, dive deep into Foundry's mission, values, and recent projects. Understanding their digital media landscape and how they connect technology buyers with brands will show your genuine interest and help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Director of Customer Success, you'll need to demonstrate your ability to lead and develop teams. Prepare examples of how you've managed, mentored, or coached others in previous roles, focusing on measurable outcomes like retention rates or customer satisfaction improvements.
✨Prepare for Data-Driven Discussions
Since the role involves using data to track customer engagement and predict risks, be ready to discuss your experience with analytics. Bring specific examples of how you've used data to drive customer success strategies and improve processes in past positions.
✨Emphasise Collaboration
Highlight your experience working cross-functionally with Sales, Product, and Operations. Be prepared to discuss how you've fostered collaboration in the past and how you plan to integrate customer insights into broader company strategies at Foundry.
