[Hiring] Customer Success Director @X-Rite

Role Description

Reporting to the Sales General Manager EMEA, the Customer Success Director (EMEA) is responsible for establishing a high-performing, customer-success-driven organization that delivers measurable impact across the full post-sales journey. This role will drive operational excellence, strengthen customer relationships, and enhance lifetime value through structured engagement, data-driven insights, and cross-functional collaboration, and will be remote, but based in Regensdorf (Switzerland), Milan (Italy) or Munich (Germany).

A typical day will look like:

• Leading a customer-success culture across support and service functions (Order Entry; Application / Training & Installation; Technical Support; and Service Administration)
• Improving the end-to-end post-sales experience and reducing escalations.
• Driving clear ownership of customer issues, defining and tracking KPIs (CSAT, NPS), and using insights to improve performance.
• Enhancing systems and data quality (ERP, Salesforce) to increase efficiency, renewals, and communication.
• Building strong relationships with key accounts while partnering with Sales and Marketing to drive adoption, retention, and long-term value.
• Applying continuous improvement methodologies to optimize processes and scale Customer Success operations across EMEA.
• Ownership and reporting of Color Training revenue streams, including performance tracking and growth optimization.
• Oversight and reporting of Service-related revenues, including Repairs, Certifications, and Field Service activities.

Qualifications

• Bachelor’s degree from a four-year accredited university and MBA
• 2–5 years of leadership experience in Customer Success or a related function
• Demonstrated experience managing post-sales operations and customer lifecycle processes
• Strong analytical skills with experience defining and tracking KPIs (e.g., CSAT, NPS, renewals)
• Experience working with enterprise systems such as ERP and Salesforce

Benefits

• Opportunities for skill-building and on-the-job learning
• Coaching and training that supports continued development and growth