Director, Customer Success EMEA

About the role

This senior leadership position is based in Switzerland and is responsible for shaping and scaling the Customer Success function across the EMEA region in a fast‑growing enterprise technology environment. The role combines strategic vision with operational execution to drive adoption, retention, and expansion for a portfolio of SaaS customers.

Key responsibilities

• Lead, build, and scale a high‑performing Customer Success organization across EMEA, including Engineers and Specialists.
• Define and execute regional strategies focused on adoption, retention, expansion, and long‑term customer value.
• Own the end‑to‑end customer journey from onboarding through renewal and growth.
• Partner with Sales, Product, Support, and Renewals to align objectives and remove friction.
• Establish and manage KPIs on customer health, engagement, retention, and team performance.
• Implement automation and AI‑enabled tools to increase efficiency and proactive engagement.
• Recruit, develop, and mentor talent while fostering a culture of accountability and customer obsession.
• Drive change‑management initiatives and operational improvements for scalability.
• Identify risks and opportunities within the customer base and develop mitigation strategies.
• Represent EMEA Customer Success in global leadership discussions.

Required profile

• 12+ years of progressive experience in Customer Success leadership within SaaS or enterprise technology.
• Proven track record of building and scaling high‑performing teams across multiple markets.
• Strong experience driving adoption, retention, renewal performance, and revenue expansion.
• Demonstrated ability to lead organizational transformation and technology‑enabled scaling.

Required skills

What we offer

• Opportunity to define regional strategy in a dynamic, international context.
• Leadership role with significant impact on business outcomes.
• Collaboration with cross‑functional senior leaders.