At a Glance
- Tasks: Lead customer success teams to drive adoption and retention across Europe.
- Company: Join Quadient, a forward-thinking tech company focused on customer-centric solutions.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Work in a dynamic, multicultural environment with excellent career advancement potential.
- Why this job: Make a real impact by enhancing customer experiences and driving business success.
- Qualifications: Senior leadership experience in Customer Success or Account Management is essential.
The predicted salary is between 80000 - 100000 £ per year.
Located: London, Paris, or Munich / Stuttgart on a hybrid basis. Some travel required.
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.
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.
