At a Glance
- Tasks: Lead customer success teams to drive adoption and retention across Europe.
- Company: Join Quadient, a diverse and inclusive tech company making waves in digital transformation.
- Benefits: Enjoy flexible work, endless learning opportunities, and comprehensive rewards.
- Other info: Be part of a vibrant community that values diversity and collaboration.
- Why this job: Make a real impact by enhancing customer experiences and driving business growth.
- Qualifications: Senior leadership experience in customer success or account management is essential.
The predicted salary is between 80000 - 100000 £ per year.
This job is with Quadient, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.
The Leader of Customer Success Management, Digital Europe is responsible for driving customer adoption, retention, expansion, and overall success for Quadient Digital Solutions across Europe. Reporting to the SVP Sales & Operations, Digital Europe, this role leads regional Customer Success Management (CSM) teams to deliver measurable customer value while supporting sustainable, recurring revenue growth.
Operating at a senior leadership level, this role translates global Customer Success frameworks into consistent and scalable execution across diverse European markets. The position plays a critical role in strengthening Quadient’s customer‑centric operating model by aligning Customer Success, Sales, and Product teams around shared outcomes and long‑term customer value.
What you will do
- Own and execute the regional Customer Success strategy for Digital Europe, aligned with global standards and regional commercial priorities.
- Lead, develop, and performance‑manage Customer Success Managers supporting multiple customer segments and solution portfolios across Europe.
- Drive customer retention, renewals, and expansion outcomes, partnering closely with Sales to identify and execute upsell and cross‑sell opportunities.
- Ensure strong solution adoption, usage, and value realization, proactively managing customer health risks and success plans.
- Implement and scale customer engagement models across the region, including onboarding, lifecycle management, and value‑based success planning.
- Establish and maintain appropriate customer‑to‑CSM ratios, ensuring scalable coverage while reflecting market, segment, and customer complexity.
- Monitor and act on key Customer Success metrics, including churn, renewal rates, expansion ARR, adoption indicators, and customer health scores.
- Collaborate closely with Sales, Product, Support, Marketing, and Finance to deliver a seamless, integrated customer experience.
- Leverage customer insights and feedback to inform product roadmaps, go‑to‑market refinement, and service improvements.
- Promote a strong customer‑centric and performance‑driven culture, focused on accountability, collaboration, and continuous improvement.
- Contribute to regional talent planning, capability development, and succession discussions for Customer Success roles.
About you
- Bachelor’s degree in Business, Customer Experience, Marketing, or a related field, or equivalent professional experience.
- Senior leadership experience in Customer Success, Account Management, or post‑sales roles, preferably within SaaS, digital, or technology‑enabled solutions.
- Proven experience driving customer retention, adoption, and expansion outcomes at scale.
- Experience leading regional, multi‑country customer success teams in a matrixed environment.
- Strong executive presence with the ability to partner credibly with senior sales, product, and operational leaders.
- Demonstrated ability to translate strategy into consistent, repeatable execution across diverse markets.
Preferred Skills
- Experience operating Customer Success models across multiple European countries, including different regulatory and customer maturity contexts.
- Strong familiarity with Customer Success platforms and CRM systems (e.g., Salesforce, Gainsight, or equivalent).
- Experience supporting upsell and cross‑sell motions in partnership with Sales organizations.
- Ability to lead through transformation, scaling, or operating‑model change.
- Strong analytical skills and customer‑centric problem‑solving mindset.
- Multilingual capability, particularly English, German or French with experience working in multicultural environments.
Qualifications
- Be Curious (Applying); Be Strategic (Applying); Be Accountable (Applying); Be Connected (Applying); Be Inclusive (Applying); Be a Coach (Applying); Be Trusted (Applying); Be Adaptable (Applying)
Additional Information
- Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
- Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
- Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
- Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.
We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at career@quadient.com. Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.
Customer Success Leader, Digital EMEA employer: Quadient
At Quadient, we pride ourselves on being an inclusive employer that champions diversity and fosters a collaborative work culture. With a strong focus on employee growth through our 24/7 online learning platform and a commitment to well-being, we offer a hybrid work model that promotes flexibility and work-life balance. Join us in London, Paris, or Munich/Stuttgart, where you can make a meaningful impact while being part of a community that values every voice and empowers individuals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Leader, Digital EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Quadient. 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 Quadient 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 Leader, Digital 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 Quadient:Your cover letter is your chance to shine! Tell us why you want to work at Quadient 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 Quadient!
How to prepare for a job interview at Quadient
✨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.
