Edited

Customer Success Director EMEA

London Office, Remote. Posted 2 months ago

The role

The Director of Customer Success will lead the EMEA customer success strategy and team. This person is responsible for over $10M in ARR and driving customer retention, satisfaction, and expansion across the SaaS customer base.

What you will do

  • Retention and expansion of the EMEA book with accountability for GRR and NRR targets
  • Direct management of Account Managers and Retail Strategists
  • Managing personal development of the team to support retention and expansion goals
  • Working with the Director of Customer Success, NA to ensure consistent customer experience
  • Owning key leading indicators of churn risk
  • Guiding a deal cycle to a successful outcome
  • Working with Retail Strategists to optimise customer working practices

Required qualifications

  • Track record of leading and scaling customer success organizations in B2B SaaS
  • Experience building repeatable retention/expansion motions in a complex, multi-stakeholder sales environment
  • Direct experience managing both technical/delivery talent and commercially-oriented account management talent under one team
  • Comfort operating in a data-driven, metrics-first culture
  • Ability to navigate complex organizational structures and influence cross-functional stakeholders
  • Strong relationship-building skills internally and with senior client stakeholders
  • Ability to move between tactical account issues and long-term strategic planning
  • At least 3 years of management experience actively coaching a dynamic team
  • A minimum of 5 years experience working within a B2B SaaS organisation
  • Retail industry background or deep familiarity with retail/merchandising working practices and pain points

Benefits

  • Remote and hybrid working options
  • Enhanced parental leave policy
  • 25 days annual leave plus public holidays and an extra day for every year at EDITED
  • Healthcare via SimplyHealth Cash Plan
  • Flexible working policy
  • Season Ticket Loan
  • Cycle to Work schemes
  • Access to an Employee Assistance Programme
  • Employee Referral Programme
  • Gifts for work anniversaries and big life events

About the company

EDITED is an AI-driven retail intelligence platform that connects internal business and external market data. The company fosters a dynamic and inclusive culture with flexible working options.