Senior Director, Customer Success

United Kingdom · Remote · 15+ years experience · Remote · Posted Oct 1, 2026

At a glance

The Senior Director's primary responsibilities are to lead and manage a team of Customer Success Managers (CSMs) in EMEA for a book of global, complex customers.
You will drive accountability and adherence to the CS Methodology as well as build and cultivate deep, trusted and transparent relationships with customers.

Lead and manage a team of Customer Success Managers (CSMs) in EMEA for a book of global, complex customers
Drive accountability and adherence to the CS Methodology
Build and cultivate deep, trusted and transparent relationships with customers
Ensure that the team is driving towards tangible business outcomes with customers
Act as a cross-functional liaison with all parts of the organization to ensure a unified approach to delivering results
Identify expansion, mitigate risk using cross-functional teams, and improve health and sentiment of customers

Experience driving consistent CS methodology and execution across all CS leaders and individual contributors
Data driven decision making capability
Excellent verbal and written communication skills with VP and above stakeholders
Strong interpersonal skills to build rapport, establish trust, and manage relationships
Understanding of business strategy, revenue and capacity models
Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success

Prior experience in manufacturing, healthcare, financial services or Technology industry
Strong technical background and acumen with Revenue Management and/or contract management software solutions
Salesforce and/or Conga product experience