Nitro, Inc.

Director – Customer Success

Nitro, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Dublin • Ireland

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Job Level

Senior

About the role

  • Own the customer lifecycle in EMEA from onboarding to renewal, ensuring customers achieve measurable outcomes.
  • Partner with customers to align Nitro’s solutions with their digital transformation goals and document productivity needs.
  • Drive high adoption and satisfaction through value-driven engagement and proactive account management.
  • Lead, mentor, and grow a high-performing Customer Success team across the EMEA region.
  • Foster a culture of accountability, collaboration, and continuous improvement.
  • Collaborate closely with the North America Director of Customer Success to ensure strategies, processes, and success plans are implemented consistently across regions.
  • Own customer retention, expansion, and health metrics across the region.
  • Oversee risk mitigation plans and proactively manage escalations with a focus on long-term partnership.
  • Collaborate with Sales to support strategic accounts, pilots, and renewals.
  • Influence Product roadmaps by communicating regional customer feedback and emerging trends.
  • Provide regular reporting on customer health, retention forecasts, and CS team performance.

Requirements

  • 10+ years of Customer Success or Account Management experience in enterprise software, with at least 5 years in a leadership role.
  • Prior experience managing teams across EMEA and supporting a diverse, international customer base.
  • Deep knowledge of the customer lifecycle, success planning, and digital adoption strategies.
  • Exceptional communication, interpersonal, and organizational skills.
  • Strong commercial acumen with experience supporting upsell, cross-sell, and renewal motions.
  • Fluent in English; additional European languages a plus.
  • Ability to travel within EMEA as needed (~25%).
Benefits
  • Health insurance
  • Dental and vision coverage
  • Wellness perks
  • Pension/401k matching
  • Flex Time Off
  • Hybrid Work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementsuccess planningdigital adoption strategiesaccount managementupsellcross-sellrenewal managementrisk mitigationcustomer health metricsperformance reporting
Soft Skills
communicationinterpersonal skillsorganizational skillsleadershipmentoringcollaborationaccountabilitycontinuous improvementstrategic thinkinginfluencing