Senior Director, Customer Success

Job Description

Responsibilities

• Lead, scale, and inspire a regional organisation comprised of Managers, Customer Success Engineers (CSEs), Solution Engineers, Solution Specialists, and Value Engineering.
• Drive the Customer Success Engineering (CSE) function to maximise customer lifetime value by developing technical adoption strategies, identifying and mitigating platform/integration risks, and capturing expansion opportunities across all European segments.
• Direct the Solutions Engineering function to define customer value, create robust solution designs, and articulate the technical capabilities to drive revenue growth and operational excellence.
• Oversee smooth handover from Professional Services delivery and Project Management teams to ensure high-quality implementations in collaboration with partners.
• Establish and maintain strategic stakeholder relationships across all key customer contacts.
• Manage Key Performance Indicators (KPIs), milestones, and long-term goals that support company objectives for revenue growth and operating margins.
• Forecast at-risk accounts accurately and develop execution plans to support customer retention.
• Work collaboratively with Product leadership to ensure a smooth bidirectional feedback loop with customers.
• Implement strategies to create a learning environment that attracts, retains, and scales top-performing talent.

Qualifications

• Bachelor's degree or equivalent work experience.
• Extensive second level leadership experience (managing managers) is a must.
• Proven experience leading technical post sales teams (e.g., Customer Success Engineering, Technical Account Managers (TAMs), or Post Sales Solutions Architecture) within a B2B Software as a Service (SaaS) company, with a strong track record of hitting technical adoption, implementation, and NRR/retention metrics.
• Solutions Engineering (pre sales) leadership experience is a strong plus.
• Proven experience managing and scaling teams across multiple European countries or markets simultaneously, rather than running a single country.
• A track record of starting, building, or scaling new technical teams, functions, or geographic markets from scratch.
• SaaS scaling trajectory: Ideally, a career split that combines structured experience at a large, established enterprise SaaS organisation (understanding standard operational frameworks at scale) with the capability to build in a fast paced, smaller to mid size growth environment.
• Hands on exposure to Artificial Intelligence (AI), specifically having built or implemented AI tools that provide clear customer benefits.
• Experience taking a team through significant change and organisational transformation during a high growth phase.
• Deep understanding of value drivers in recurring revenue business models with a track record of owning strategic executive relationships.
• A collaborative and strategic leader with the ability to establish professional rapport and inspire diverse, geographically dispersed teams.
• Willingness to travel as needed across the EMEA region.
• Experience in Construction is a plus.
• Multi lingual in another major European language (specifically French, Spanish, German, or Polish) is a plus.