At a Glance
- Tasks: Lead a dynamic team to drive customer success and technical engagement across EMEA.
- Company: Join a fast-growing company focused on customer value and innovative solutions.
- Benefits: Competitive salary, career development opportunities, and a collaborative work environment.
- Other info: Opportunity to work with cross-functional teams and influence company strategy.
- Why this job: Make a real impact by enhancing customer experiences and driving growth in a diverse region.
- Qualifications: 7+ years in customer-facing roles and 3+ years in people management required.
The predicted salary is between 80000 - 100000 £ per year.
As we continue to grow across EMEA, we're looking for a leader to own customer growth and success through technical engagement across the customer lifecycle in the region. This person will help ensure our customers and prospects realise value quickly and effectively through high-quality implementation, technical consulting before and after the sale, technical support, and services delivery.
You'll lead a small but highly impactful team, serve as a key escalation point for customer issues, provide leadership to the team and feedback at the company level, and help adapt global processes and programs to meet the needs of the EMEA market. This role requires a balance of hands-on customer-facing leadership, operational rigor, and cross-functional partnership to drive successful outcomes for both customers and the business.
WHO YOU'LL WORK WITH
This role reports to the SVP, Global Field Services and partners closely with the EMEA Head of Sales. You'll work closely with:
- Solutions Architects and a Strategic Customer Success Manager on your direct team
- Sales and Sales Engineering teams to drive customer engagement, retention, and growth
- Sales, Support and Support leadership to manage escalations and ensure a seamless customer experience
- Product and Engineering teams to advocate for customer needs and provide feedback from the field
- Global Field Services leadership to drive alignment on strategy, processes, and delivery excellence
WHAT YOU'LL DO
- Lead, coach, and develop a team of customer-facing technical professionals across EMEA, with direct reporting for Services, Customer Success teams, and indirect / dotted line responsibilities for Sales Engineering and Support Engineering teams in EMEA
- Drive analytics and actions across the EMEA team on customer retention and growth, including a churn forecast and amelioration action plan, producing both tactical and strategic insights and actions
- Own the successful scoping, planning, and delivery of Professional Services engagements throughout the region
- Ensure Statements of Work (SOWs) are appropriately scoped, resourced, and executed against customer expectations
- Partner with Sales and lead the Sales Engineering team during the pre-sales process to align on business value, implementation strategy, services requirements, and customer commitments
- Act as the primary escalation point for complex customer challenges issues in EMEA
- Drive strong cross-functional collaboration between Professional Services, Sales, Sales Engineering, Support, Product, Engineering, and Customer Success
- Identify opportunities to improve regional customer outcomes throughout the customer lifecycle
- Adapt and localise global programs, processes, and operating models to support the needs of EMEA customers
- Provide visibility into regional customer health, risks, and trends to executive stakeholders
- Lead capacity planning, hiring, and organisational scaling efforts as the team grows
THE SKILLSET YOU'LL BRING
- 7+ years of experience in Professional Services, Solutions Architecture, Technical Consulting, Technical Support, Customer Success, and/or similar customer-facing technical roles
- 3+ years of people management experience, including responsibility for team performance, development, and delivery outcomes
- Experience owning and managing Statements of Work (SOWs), implementation projects, and customer delivery programs
- Strong understanding of enterprise software implementations and services delivery best practices
- Proven ability to navigate complex customer situations and effectively manage escalations
- Experience partnering closely with Sales organisations throughout the customer lifecycle
- Strong cross-functional leadership skills and the ability to influence without direct authority
- Excellent communication, stakeholder management, and executive presence
- Experience working across multiple countries and cultures within EMEA
- A bias toward action, operational excellence, and continuous improvement
EMEA Director, Customer Success & Technical Services in London employer: Retool
Retool is an exceptional employer that fosters a collaborative and innovative work culture, where employees are encouraged to grow and develop their skills in a dynamic environment. With a focus on meaningful projects and customer impact, team members enjoy the benefits of flexible working arrangements and opportunities for professional advancement, all while being part of a forward-thinking company located in a vibrant tech hub.
