Director, Customer Success EMEA

About the role

This senior leadership position is responsible for shaping and scaling the Customer Success function across the EMEA region for a fast‑growing enterprise technology company. Based in Ireland, the Director will drive adoption, retention, and expansion while ensuring customers achieve measurable outcomes.

Key responsibilities

• Lead, build and scale a high‑performing Customer Success organization across EMEA, including Engineers and Specialists.
• Define and execute regional strategies focused on adoption, retention, expansion and long‑term value.
• Own the end‑to‑end customer journey from onboarding through renewal and growth.
• Partner closely with Sales, Product, Support and Renewals to align objectives and remove friction.
• Establish and manage KPIs for customer health, engagement, retention and team performance.
• Implement automation and AI‑enabled tools to increase efficiency and proactive engagement.
• Recruit, develop and mentor talent, fostering a culture of accountability and customer obsession.
• Drive change‑management initiatives and operational improvements for scalability.
• Identify risks and opportunities within the customer base and develop mitigation strategies.
• Represent EMEA Customer Success in global leadership forums.

Required profile

• 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology.
• Proven track record of building and scaling high‑performing teams across multiple markets.
• Strong experience driving adoption, retention, renewal performance and revenue expansion.
• Demonstrated ability to lead organizational transformation and technology‑enabled scaling initiatives.

Required skills