- Company Name
- Foundry
- Job Title
- Director, Customer Success EMEA
- Job Description
-
**Job Title:** Director, Customer Success EMEA
**Role Summary:**
Lead and grow the EMEA Customer Success team, executing a regional strategy that drives retention, adoption, upsell, and renewal. Translate global CS vision into localized action, collaborate cross‑functionally with Sales, Product, and Operations, and champion the customer voice in executive forums.
**Expectations:**
- Build and scale a high‑performance CS team with clear KPIs.
- Achieve and exceed quarterly retention and expansion targets.
- Deliver measurable business outcomes (GRR, NRR, CSAT/NPS) linked to revenue.
**Key Responsibilities:**
- Develop and implement regional CS plans aligned with global strategy.
- Recruit, mentor, and evaluate a team of Customer Success Managers.
- Maintain executive relationships on key accounts, driving renewals and upsells.
- Partner with Product and Sales to incorporate customer feedback into roadmaps and service improvements.
- Monitor customer health scores, predict churn, and identify cross‑sell/upsell opportunities.
- Optimize onboarding, adoption, and lifecycle processes to accelerate time to value.
- Advocate customer needs in leadership meetings, shaping product and market strategy.
- Own and report on CS metrics, translating impact into revenue.
**Required Skills:**
- 8–10+ years in Customer Success, Account Management, or related roles; 3+ years leading a CS team.
- Deep knowledge of B2B marketing, media, and data‑driven campaigns.
- Proven track record in retention, expansion, and building long‑term partnerships.
- Strong business development instincts (upsell, cross‑sell).
- Analytical mindset: experience with health scoring, KPI analysis, and data‑driven decision making.
- Advanced project and process management, cross‑functional collaboration.
- Proficient with CRM and marketing platforms (HubSpot, Dynamics 365, Monday.com, etc.) and Microsoft Suite.
**Required Education & Certifications:**
- Bachelor’s degree (required).
- MBA or advanced degree in business, marketing, or related field preferred.
- Customer Success certification (e.g., CCS, CSNA) is a plus.