Director of Customer Success

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.
- **Drive Results**: We think big, work smart, and execute fast to transform the future of commerce
- **Cultivate Belonging**: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
- **Champion Customers**: We go the extra mile for our customers to help them unlock their full potential
- **Adapt Boldly**: We're curious and innovative, we take risks and grow from our failures

**The Opportunity**:
As the Senior Director of Customer Success for the EMEA region, you will be the executive leader responsible for the entire post-sale customer journey. Your mission is to build and lead a world-class organization that lives by our mantra**:Keep the Customer, Engage Them, and Grow Them.**

You will drive the regional strategy, ensuring we deliver on our value promises of Commerce Growth, Commerce Efficiency, and Resiliency & Trust. By leading our Heads of Customer Success Management and the Head of Expert Services, you will create a unified, value-driven organization that ensures customers launch successfully, adopt our platform deeply, and achieve measurable business impact, leading to world-class retention and growth.

**_ This role offers a hybrid work environment with three days a week in either our Berlin or London office._**

**Your Mission**:

- Partner with the VP of Customer Success and your counterparts in the Americas and APAC to develop and implement a cohesive global strategy. Own the execution of this strategy for the EMEA region, translating global goals into regional success
- Take full ownership of meeting best-in-class regional targets for renewals and upsell/cross-sell. You will be tasked with retaining and expanding our existing customer base to drive gross and net revenue retention
- Lead, mentor, and inspire a team of senior leaders, including two Heads of Customer Success Management and one Head of Expert Services. Foster a culture of excellence, accountability, and collaboration
- Own the full P&L for the EMEA Expert Services (Professional Services) team. Oversee the Head of Expert Services to ensure profitable growth and the successful delivery of our packaged and add-on services, such as Solution Architecture & Design and Launch Readiness Reviews
- Ensure your teams are experts in the commercetools Value Drivers Framework. Guide them in proactively identifying customer objectives and translating our platform's capabilities into tangible business outcomes like increased conversion rates and lower Total Cost of Ownership (TCO)
- Develop our customers into advocates who will take part in marketing activities, provide high CSAT scores, and speak to prospects about their positive experience with commercetools
- Partner with our global Strategy and Operations teams to continuously improve processes, reporting, and playbooks. Champion the use of Gainsight to ensure a data-driven approach that highlights customer health, identifies risk, and informs forecasting
- Serve as the executive sponsor for our most strategic EMEA customers. Build and maintain strong relationships with C-level executives, acting as a trusted advisor and the ultimate point of escalation
- Forge strong partnerships with Sales, Renewals, Product, and Marketing to ensure a seamless customer journey. Provide critical voice-of-the-customer feedback to inform our product roadmap and go-to-market strategy

**What you need to succeed**:

- Experience in Customer Success, Account Management, or Professional Services within an enterprise SaaS or enterprise software environment
- Experience directly managing senior managers and leaders of customer-facing teams. You have a demonstrated ability to hire, coach, and develop leadership talent
- Experience leading both relationship-focused (CSM) and technical (Solution Architecture, Technical Account Management) teams. You are comfortable discussing complex technical concepts and tying them to business value
- Deep knowledge of the digital commerce ecosystem, including e-commerce platforms, composable commerce, MACH architecture, and the challenges faced by modern retailers and brands
- The ability to engage and build trust with senior executives (CIO, CTO, CDO) at enterprise-scale customers. You are a compelling storyteller who can articulate value and demonstrate ROI
- You can create a long-term vision for your region while also managing the day-to-day operational rigor required to run the business effectively
- You have a strong background in implementing and managing value-based Customer Success programs. Experience with CS platforms like Gainsight is essential
- You are customer-obsessed and have a fundamental belief that our success is intrinsica