Senior Director, Customer Success (NEU + ROW)
FrontifyBrand Management company
London, United KingdomDirector
EQT Ventures
Revaia
Blossom Capital
Datartis Ventures
Tenderloin Ventures
HighSage Ventures
Sales & Account Management
About the role
TL;DR
Lead and develop the NEU and ROW Customer Success organization.
- •Lead and develop the NEU and ROW Customer Success organization, including 2 team leads and 10 -14 CSMs supporting mid-market and enterprise customers across Northern Europe, the Middle East, APAC, and beyond.
- •Key Responsibilities Lead and develop the NEU and ROW Customer Success organization, including 2 team leads and 10 -14 CSMs supporting mid-market and enterprise customers across Northern Europe, the Middle East, APAC, and beyond.
- •Drive our expansion strategy across existing and emerging markets, identifying where we have room to grow and building the sub-regional plans that turn that opportunity into results.
- •Maintain a strategic presence in the customer relationship, engaging directly at the executive level when the moment requires senior visibility or decisive action.
- •Design and execute regional CS strategies that align with global objectives and adapt to market needs.
- •Drive operational excellence through scalable processes, playbooks, and tools that support mid-market and enterprise portfolios.
- •Requirements 10+ years in Customer Success, Account Management, or a similar customer-facing leadership role within B2B SaaS.
- •You've managed managers and led distributed teams of 10 or more people.
- •You're comfortable with a hybrid work model, spending two days per week in our London office.
- •You have experience leading a team book of business of at least $25M ARR and a track record of hitting ambitious GRR and NRR targets.
- •Proven ability to operate at both a strategic and hands-on level, including managing key customer relationships directly.
Required skills
Customer SuccessAccount ManagementStrategic PlanningBusiness DevelopmentSales