Director, Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in Germany.

In this senior leadership role, you will shape and scale the Customer Success organization across the EMEA region, ensuring enterprise customers achieve measurable value and long-term outcomes from a complex data and AI platform. You will build a modern, data-driven success engine that strengthens retention, expands customer relationships, and drives sustainable revenue growth. Acting as both strategist and operator, you will lead a regional team while partnering closely with Sales, Product, and Engineering to improve the end-to-end customer journey. This role combines executive-level customer engagement with operational transformation, including the shift toward scalable and digital-first success models. You will define how Customer Success evolves in a fast-growing, enterprise SaaS environment and directly influence product direction through customer insight. It is a high-impact position for a leader who thrives in building structure, scaling teams, and driving measurable business outcomes.

Accountabilities

* Lead and scale the Customer Success organization across the EMEA region, managing and mentoring teams of Customer Success Managers and Technical Account Managers while fostering a high-performance, accountable culture.

* Define and execute regional Customer Success strategy focused on retention, expansion, and customer value realization, aligning closely with overall go-to-market objectives.

* Build and operate a data-driven Customer Success framework, including key metrics such as NRR, GRR, churn, customer health scores, and time-to-value.

* Drive modernization of the Customer Success lifecycle through predictive health monitoring, success planning, and executive business reviews that anticipate customer needs and risks.

* Lead the transition toward scalable and digital-led Customer Success motions, implementing tech-touch and pooled engagement models for broader customer coverage.

* Act as executive sponsor for strategic enterprise accounts, managing escalations and strengthening long-term customer partnerships.

* Partner closely with Product and Engineering to bring the voice of the customer into roadmap planning and product prioritization.

* Champion Customer Success platforms and tools to unify customer insights, usage data, and risk signals into a single operational view.

Requirements

* 10+ years of experience in Customer Success, Professional Services, or related leadership roles within high-growth B2B SaaS or enterprise software environments.

* Proven experience leading and scaling Customer Success organizations across multiple regions or complex enterprise customer bases.

* Strong track record of driving retention, expansion, and revenue growth through post-sales customer engagement strategies.

* Deep understanding of Customer Success operations, including lifecycle management, success planning, and customer health modeling.

* Strong data-driven mindset with the ability to interpret customer metrics and translate insights into strategic actions.

* Demonstrated ability to lead organizational change, particularly in shifting from reactive to proactive and scalable Customer Success models.

* Excellent stakeholder management skills with experience influencing executive-level discussions across Sales, Product, and Engineering.

* Strong leadership, coaching, and team development capabilities.

* Experience working in global, cross-functional environments with distributed teams.

Benefits

* Competitive compensation package aligned with senior leadership responsibilities.

* Flexible working arrangements, including remote or hybrid options depending on location.

* Opportunity to lead a high-impact regional function within a fast-growing global organization.

* Strong career development opportunities in a scaling, enterprise-focused environment.

* Collaborative, international work culture with close cross-functional partnership across global teams.

* Access to wellness programs and initiatives supporting physical and mental well-being.

* Exposure to strategic enterprise accounts and high-level customer engagements.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.