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Senior Director, Customer Success

Posted 22 days 15 hours ago by Jobtailor

Permanent

Full Time

Other

Dublin, Ireland

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.