Mid-Market Customer Success Manager
HubSpot
Director, Customer Success – EMEA
Tines
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
Lead
About the role
- Lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs).
- Create and execute strategies that ensure customers realize maximum value from our solutions.
- Guide the team through scaling operations, maturing processes, and navigating transformational change.
- Define and execute the EMEA/ROW customer success strategy in alignment with global objectives.
- Drive customer outcomes including retention, upsell, cross-sell, and advocacy.
- Serve as an executive sponsor for strategic accounts and a senior escalation point for customer issues.
- Design and implement scalable processes, playbooks, and customer health frameworks.
- Champion technology adoption to increase efficiency.
- Establish operational KPIs and governance to ensure consistency and quality of delivery.
- Partner closely with Sales and collaborate with Product, Engineering, and Marketing.
Requirements
- 10+ years of experience in customer success, account management, or a related function, with at least 5 years in senior leadership roles.
- Proven experience scaling CS functions within high-growth, dynamic environments.
- Track record of leading distributed, cross-functional teams to exceed retention and growth targets.
- Deep understanding of SaaS business models, recurring revenue, and customer lifecycle management.
- Exceptional executive presence, influencing, and negotiation skills.
- Strong data-driven decision-making and analytical capabilities.
- Demonstrated success in change management and leading teams through transformation.
- Bachelor’s degree or equivalent experience required.
Benefits
- Exceptional customer experiences
- Nurtures individual curiosity, growth, and integrity.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementSaaS business modelsrecurring revenuecustomer lifecycle managementdata-driven decision-makinganalytical capabilitieschange managementscalable processesoperational KPIs
Soft skills
executive presenceinfluencing skillsnegotiation skillsleadershipteam collaborationstrategic thinkingcommunicationproblem-solvingadaptabilitycustomer advocacy
Certifications
Bachelor's degree
