As Senior Director of Customer Success for NEU and ROW, you’ll lead a regional organization with a balance of strategic vision and hands-on leadership. Reporting to the VP of Global Customer Success, you’ll build on a solid foundation, bringing the structure, coaching, and clarity that takes an already high-performing team to the next level. This means being equally comfortable partnering with your team leads, stepping into key customer moments, and making critical business decisions that drive alignment with global goals.
Your responsibilities
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Lead and develop the NEU and ROW Customer Success organization, including 2 team leads and 10 -14 CSMs supporting mid-market and enterprise customers across Northern Europe, the Middle East, APAC, and beyond.
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Drive our expansion strategy across existing and emerging markets, identifying where we have room to grow and building the sub-regional plans that turn that opportunity into results.
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Maintain a strategic presence in the customer relationship, engaging directly at the executive level when the moment requires senior visibility or decisive action.
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Design and execute regional CS strategies that align with global objectives and adapt to market needs.
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Drive operational excellence through scalable processes, playbooks, and tools that support mid-market and enterprise portfolios.
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Partner closely with Sales, Partnerships, Product, Marketing, and Revenue Operations to align on customer lifecycle strategy and execution.
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Use customer and business data to make informed decisions that improve retention, adoption, and satisfaction.
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Represent the NEU and ROW customer voice within the organization, ensuring insights shape product direction and company priorities.
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Foster a solutions-focused culture that encourages accountability, innovation, and constructive challenge.
Your story
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10+ years in Customer Success, Account Management, or a similar customer-facing leadership role within B2B SaaS.
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You’ve managed managers and led distributed teams of 10 or more people.
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You’re comfortable with a hybrid work model, spending two days per week in our London office.
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You have experience leading a team book of business of at least $25M ARR and a track record of hitting ambitious GRR and NRR targets.
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Proven ability to operate at both a strategic and hands-on level, including managing key customer relationships directly.
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Experience scaling teams and building operational frameworks that drive efficiency and measurable outcomes.
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Confident and clear communicator with proven success in executive-level discussions.
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Collaborative leader who inspires trust, challenges constructively, and builds an inclusive, high-performance culture.
- Previous experience supporting customers in the Middle East and APAC regions would be beneficial.
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You’re fluent in English; Spanish or French is a nice bonus.
