Director, Customer Success EMEA

About the role

The Director, Customer Success is a vital leadership role responsible for ensuring that every customer within their designated regions becomes a reference and a success. This role leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent measurable customer outcomes. The Director is accountable for shaping and executing regional customer success strategies to drive adoption, expansion, retention, and long-term satisfaction.

Responsibilities

• Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
• Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
• Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention.
• Direct, mentor, and develop a team of Senior Managers and Customer Success professionals.
• Proactively identify and mitigate risks to customer satisfaction, growth, and renewal.
• Develop and refine regional governance programs, including onboarding, success strategy meetings, and regular business reviews.
• Integrate the functions of Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs and drive business objectives.

Required skills

• Customer Success
• SaaS
• Corporate Finance
• Account Management
• Strategic Planning
• Team Leadership
• Stakeholder Management

Nice to have

• OneStream platform
• CPM solution
• EPM delivery
• MS Office
• Excel

Qualifications

• Bachelor’s degree in Business, Finance, Information Systems, or a related field
• Advanced degree

Benefits

• Training opportunities

About the Company

OneStream is building the AI Operating System for Modern Finance. As the only enterprise finance platform that unifies financial and operational data, embeds AI, and extends to meet changing business needs, they empower leading organisations to take finance further.