Lead, coach, and develop a team of Customer Success Managers supporting both enterprise and commercial customers across EMEA
Build a strong regional culture grounded in accountability, customer empathy, operational rigor, and business impact
Own and evolve the EMEA Customer Success strategy to drive retention, adoption, customer satisfaction, and expansion across the region
Partner cross-functionally with Sales, Support, Product, Marketing, and leadership to deliver a seamless customer experience
Strengthen and scale customer journeys for both enterprise and commercial accounts
Serve as a senior escalation point for complex customer situations and help the team navigate risk with confidence and urgency
Use data to inspect team performance, customer health, renewal outcomes, and expansion trends
Help hire, onboard, and develop top talent as the EMEA business continues to grow
Operate effectively in a distributed environment, maintaining momentum and alignment even when working independently

8+ years of experience in Customer Success, Account Management, or a related post-sales function within SaaS
5+ years of leadership experience managing and developing Customer Success teams
Experience leading teams that support both enterprise and commercial customer segments
Strong background in security, compliance, cybersecurity, GRC, or a closely related space
Proven success driving retention, customer satisfaction, and expansion in a recurring revenue business
Demonstrated ability to operate effectively in a fast-paced, ambiguous, high-growth environment
Strong analytical and operational skills, with comfort using data to guide decisions and improve performance
Excellent communication and stakeholder management skills, including experience building credibility with both customers and cross-functional internal partners
High autonomy, strong judgment, and the ability to work independently in a globally distributed organization

Up to 100% employer-paid premiums for medical, employees and their dependents
To support your retirement planning, our EOR offers a pension plan under which you contribute 5% of your basic earnings, and your employer contributes an additional 4%
Paid Parental Leave policy after six months of employment
Access to Kindbody fertility and family-building benefits
Generous annual stipends for both professional and personal development
Flexible vacation policy, paid holidays, and other perks to recharge

Director, Customer Success – EMEA

Key skills