Senior Director, Customer Success Management
On-site · Dublin, Leinster, Ireland
Job Summary
Senior Director of Customer Success to lead Dublin-based Signature Success organization for enterprise customers. Lead a high-performing CS organization across the EMEA region, drive retention/renewals/expansion, partner with Renewals and Sales, standardize CS methodologies, manage executive engagements with C-suite stakeholders, define the customer lifecycle and KPIs, and architect an AI-enabled, human-led customer success ecosystem. Develop leadership pathways, workforce planning, and talent allocation to support regional scale; ensure readiness for product introductions and evolving AI capabilities; align regional insights with global product/executive teams.
Required Qualifications
- Bachelor’s degree or equivalent practical experience
- 15+ years of professional experience in Customer Success, Account Management, Professional Services, or related customer-facing function within technology
- 7+ years of experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations (including managing people managers)
- Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion
- Exceptional communication, diplomatic negotiation, and consensus-building skills with a history of advising C-suite stakeholders
- Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation
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