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.
- Other info: Join a rapidly expanding company with a collaborative culture.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Experience in customer success and leadership; MBA preferred.
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
Foundry is an exceptional employer that prioritises employee growth and collaboration within a dynamic work culture. As a global leader in digital media, we offer our team members the opportunity to thrive in a fast-paced environment while driving meaningful customer success initiatives. With a strong focus on professional development and a commitment to innovation, Foundry empowers its employees to make a significant impact in the technology marketing landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FOUNDRY. 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 FOUNDRY 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 Director, Customer Success EMEA
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 FOUNDRY:Your cover letter is your chance to shine! Tell us why you want to work at FOUNDRY 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 FOUNDRY!
How to prepare for a job interview at FOUNDRY
✨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.
