Director, Customer Success EMEA

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success EMEA based in Germany. This is a senior leadership opportunity to shape and scale customer success across the EMEA region within a fast-growing, enterprise technology environment. You will be responsible for building high-performing teams, driving customer value realization, and ensuring customers achieve strong outcomes across adoption, retention, and expansion. The role combines strategic leadership with operational excellence, requiring a deep focus on customer lifecycle management and data-driven execution. You will work closely with Sales, Product, Support, and Renewals to deliver a seamless, value-oriented customer experience. Operating in a dynamic, international context, you will play a key role in defining regional strategy while embedding scalable processes supported by automation and AI. This position is ideal for a customer-centric leader passionate about building teams, improving customer journeys, and driving measurable business impact. Accountabilities Lead, build, and scale a high-performing Customer Success organization across the EMEA region, including Customer Success Engineers and Specialists. Define and execute regional customer success strategies focused on adoption, retention, expansion, and long-term customer value. Own and optimize the end-to-end customer journey, ensuring a seamless experience from onboarding through renewal and growth. Partner closely with Sales, Product Management, Support, and Renewals teams to align objectives and remove friction across the customer lifecycle. Establish and manage key performance indicators across customer health, engagement, retention, and team performance to drive data-informed decisions. Implement automation and AI-enabled tools to scale customer success operations, improve efficiency, and enhance proactive customer engagement. Recruit, develop, and mentor high-performing talent while fostering a culture of accountability, learning, and customer obsession. Drive change management initiatives and operational improvements to increase scalability, consistency, and impact across the region. Identify risks and opportunities within the customer base and develop strategies to improve satisfaction, retention, and expansion outcomes. Represent the EMEA Customer Success organization in global leadership discussions and contribute to broader strategic initiatives. Requirements 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology environments. Proven track record of building and scaling high-performing customer success teams across multiple markets or regions. Strong experience driving customer adoption, retention, renewal performance, and revenue expansion outcomes. Demonstrated ability to lead organizational transformation, process improvement, and technology-enabled scaling initiatives. Experience implementing automation, data-driven frameworks, and AI-enabled tools to improve customer lifecycle management. Strong understanding of customer health metrics, lifecycle strategies, and value realization frameworks. Excellent leadership skills with a proven ability to mentor, develop, and inspire high-performing teams. Strong executive presence with excellent communication, stakeholder management, and cross-functional collaboration skills. Ability to translate customer insights into actionable strategies that drive measurable business outcomes. Experience operating in complex, global, and fast-scaling organizational environments. Benefits Competitive compensation package aligned with senior leadership responsibilities. Comprehensive health, dental, and vision insurance coverage for employees and dependents. Life insurance, critical illness coverage, disability protection, and additional financial security benefits. Generous paid time off, including annual leave, tenure-based additional days, wellness days, and volunteer days. Monthly meal and lifestyle allowances supporting everyday wellbeing and flexibility. Access to learning and development platforms, mentoring programs, and global training initiatives. Opportunities for continuous professional growth in a global, high-impact technology organization. Strong emphasis on work-life balance, wellbeing, and employee support programs. Hybrid or remote flexibility depending on role and location eligibility requirements. Inclusive, international work culture with a strong focus on collaboration and knowledge sharing. 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