Customer Success Director

A role has become available for a Senior Customer Success Director for a global SaaS organisation for a defined international region, you will lead and scale the regional Customer Success function to deliver measurable value, drive customer outcomes, and expand long-term partnerships across enterprise and mid-market segments.

You will define and execute regional strategy while collaborating closely with Sales, Product, Support, and Marketing to improve adoption, retention, and growth.

This role also involves close partnership with Customer Success leadership in other regions to ensure a consistent global approach, including shared best practices, processes, and customer engagement models.

You will act as the voice of the customer, ensuring regional client needs are represented and aligned with broader business objectives.

This role reports to a senior executive within Customer Experience leadership.

Key Responsibilities

Customer Strategy & Outcomes

• Own the customer lifecycle from onboarding through renewal, ensuring delivery of measurable outcomes.
• Align solutions with customer digital transformation and productivity goals.
• Drive adoption, satisfaction, and value through proactive engagement.

Leadership & Team Development

• Lead, mentor, and scale a high-performing regional Customer Success team.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Balance global alignment with regional market needs.

Global Collaboration

• Partner with Customer Success leaders in other regions to ensure consistency in strategy and execution.
• Contribute to global frameworks for operations, metrics, and engagement.

Customer Health & Retention

• Own retention, expansion, and customer health metrics.
• Manage risk and escalations with a focus on long-term relationships.
• Support renewals and identify growth opportunities in collaboration with Sales.

Cross-Functional Collaboration

• Work with Sales on strategic accounts, pilots, and renewals.
• Provide customer insights to influence Product development.
• Partner with Marketing and enablement teams on customer programs and communications.

Business Insights & Reporting

• Deliver reporting on customer health, forecasts, and team performance.
• Use data to optimise programs and enhance the customer journey.

Success Criteria

• Demonstrated ability to build and scale high-performing teams in dynamic environments.
• Strong executive presence and stakeholder management skills.
• Proven cross-functional influence and customer-centric leadership.
• Data-driven approach with focus on measurable outcomes.
• Understanding of regional market dynamics and customer expectations.
• Experience aligning with global leadership to ensure consistency across regions.

Requirements

• 10+ years of experience in Customer Success or Account Management within enterprise software.
• 5+ years in a leadership role.
• Experience managing teams across international regions and diverse customer bases.
• Strong understanding of customer lifecycle management and digital adoption strategies.
• Excellent communication and organisational skills.
• Commercial awareness with experience supporting growth and renewal activities.
• Fluency in English; additional languages are advantageous.
• Willingness to travel within the region as required.