At a Glance
- Tasks: Lead the EMEA Customer Success team and drive AI-powered transformation for customers.
- Company: Join Smartsheet, a leader in work management and AI integration.
- Benefits: Enjoy competitive pay, flexible working, and generous leave policies.
- Other info: Be part of a diverse team that values your ideas and growth.
- Why this job: Make a real impact by enhancing customer experiences and driving growth.
- Qualifications: 8+ years in Customer Success with strong leadership and analytical skills.
The predicted salary is between 80000 - 100000 £ per year.
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking.
Smartsheet is looking for a leader to help build and operate our EMEA Customer Success team. The right candidate is passionate about creating great customer experiences, growing and developing team members, creating a vision and strategy to support their teams and delivering with a high level of success, leveraging cross-departmental collaboration.
You will oversee the Select and Commercial Customer Success teams in EMEA. This person will work with their sales counterparts to determine the needs of our customers to make them successful and enable the continual rapid growth for the EMEA geography at Smartsheet. This is a critical role that will have exposure and influence at the executive level internally and externally. The right person will own and be responsible for net retention and executing success planning to grow and improve our business.
This important position will report to Smartsheet’s Sr. Vice President of Customer Success and is based out of Smartsheet’s London office (Hybrid Eligible).
You Will:
- Lead an EMEA Customer Success organisation centred on guiding customers through AI-powered transformation, unlocking measurable business outcomes through the Smartsheet portfolio, including its AI capabilities.
- Understand, contribute and successfully translate mission, vision and values into actionable goals and objectives for the Customer Success organisation.
- Hire, manage, develop and grow leaders and individuals on the Customer Success team which are empowered to own and grow our business.
- Develop your team's AI expertise and equip them to coach customers on AI adoption roadmaps that align with strategic priorities.
- Responsible for enabling the coaching, mentoring and training needs of the EMEA Customer Success team, ensuring a strong focus on quality customer experience.
- Maintain and enhance a strong, collaborative, effective and supportive culture within the team, amongst their peers and senior leadership.
- Partner with Product, Marketing, and Sales to drive EMEA's AI-first go-to-market strategy and positioning.
- Experience working creating a consistent customer journey for a Commercial and/or Enterprise book of business that drives positive customer satisfaction, referrals, and account growth.
- Work cross-functionally and cross-culturally to identify company goals, objectives and benchmarks for customer conversions and advocacy.
- Lead the team in annual and quarterly planning to achieve retention and engagement targets and Customer Success initiatives with a focus on customer impact and revenue growth.
- Drive accountability for AI adoption metrics, feature expansion, and customer outcomes enabled by AI, not just traditional retention KPIs.
- Instill a high performance culture with focus on teamwork, customer excellence, and ownership.
- Create a culture of inclusivity, recognising the strengths that individuals bring to the team to promote engagement and development opportunities.
- Perform other duties as assigned.
You Have:
- 8+ years of management experience in Customer Success, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business.
- Experience using and or a strong desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements.
- Experience successfully working cross organisationally with senior leaders.
- Experience in growing teams in new markets, managing budgets and successfully scaling teams.
- Strong leadership, business development, organisation, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills.
- Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
- Experience establishing and growing relationships with all levels within enterprise organisations; line managers, S-level, and C-suite.
- Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.
- Demonstrated ability to design and implement processes.
- Proven ability to be a leader, hands on “doer” and visionary.
- Experience working and managing remote employees.
- Willing to travel based on customer and business needs.
- Experience using Salesforce and Gainsight.
- Bachelors (BA/BS) degree required.
- Legally eligible to work in the UK on an ongoing basis.
Benefits:
- Employer-paid Private Medical and Dental, additional cost for family members.
- Monthly contributions toward your pension.
- Monthly stipend to support your work and productivity.
- 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program.
- 20 weeks fully paid Maternity Leave.
- 12 weeks fully paid Paternity/Adoption Leave.
- Personal paid Volunteer Day to support our community.
- Opportunities for professional growth and development including access to Udemy online courses.
- Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
- Teleworking options from any registered location in the UK (role specific).
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Equal Opportunity Employer. Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
Director, Customer Success - EMEA in London employer: Smartsheet Inc
Smartsheet is an exceptional employer that prioritises employee growth and a collaborative work culture, particularly in its London office. With a strong focus on professional development, including access to online courses and generous parental leave policies, employees are empowered to thrive in their roles while contributing to innovative AI-driven solutions for customers. The hybrid work model and commitment to inclusivity further enhance the experience, making Smartsheet a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smartsheet Inc. 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 Smartsheet Inc 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 in London
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 Smartsheet Inc:Your cover letter is your chance to shine! Tell us why you want to work at Smartsheet Inc 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 Smartsheet Inc!
How to prepare for a job interview at Smartsheet Inc
✨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.
