Director, Customer Success EMEA

About the role

This senior leadership position is based in Spain and will shape and scale the Customer Success function across the EMEA region for a fast‑growing enterprise technology company. You will lead high‑performing teams, drive customer value realization and ensure strong outcomes in adoption, retention and expansion.

Key responsibilities

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

Required profile

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

Required skills