Director of Customer Success

About the role

This is a hands-on leadership role at the center of the EMEA Customer Success organization. You will lead a senior team, manage performance and development, and build the operational systems required to scale the function across enterprise accounts in the region.

Responsibilities

• Lead the EMEA Customer Success team, including hiring, onboarding, coaching, and performance management.
• Stay personally engaged in the region's most strategic accounts and serve as a senior point of escalation.
• Build account planning, escalation, and reporting processes to enable team scalability.
• Own performance outcomes including net revenue retention, retention rates, and health score distribution.
• Grow usage within existing accounts across multiple markets and use cases.
• Partner cross-functionally with Sales, Product, and Forward Deployed Creatives to drive adoption and expansion.
• Contribute to regional CS strategy by providing insights on team capability and operational gaps.

Required skills

• Customer Success
• Team Leadership
• Enterprise Account Management
• Operational Strategy
• Performance Management
• Go-To-Market

Nice to have

• CRM Tooling
• Martech
• Ad Tech
• Generative AI
• Product-led growth
• European language

Qualifications

• 10+ years of experience in Customer Success or a closely related client-facing function
• Proven experience leading teams of senior individual contributors

About the Company

Lumaai is a company focused on creative technology and generative AI, currently scaling its operations in the EMEA region.