[Hiring] Director, Customer Success @EDB

Role Description

As Director of EDB’s Customer Success-EMEA region, you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their outcomes and attaining sustainable value from our solutions. You will have the unique opportunity to develop, operate and manage an organization’s region that is ripe for growth.

As a member of the Customer Success leadership team, the Director of Customer Success collaborates closely with regional sales and cross-functional leaders, and is responsible for turning ideas and learnings into best practices, while providing ongoing feedback to improve the end-to-end customer experience. You have a thoughtful and strategic approach to creating customer lifecycle solutions, and will be accountable to define, build and deliver strategies and plans that enhance recurring revenue growth and integrate with EDB’s GTM strategies and plans.

You will build a scalable, data-driven success engine to grow Net Retention Rate (NRR) and protect Gross Retention Rate (GRR). You will balance high-touch advocacy for our largest accounts with sophisticated digital-led motions to ensure no customer is left behind. You will also develop the team and ensure they have the right tools, training, and collaboration from other EDB teams to drive successful outcomes for our customers.

Key Strategic Pillars

• Modernize the CS lifecycle: Move the team toward predictive health monitoring, executive business reviews (EBRs), and success planning that anticipates customer needs before they become risks.
• Scalability through Digital Motions: Lead the transition to a "scaled success" model in partnership with the new digital owner for customer success.
• Growth & Retention: Partner closely with Sales and Renewals to identify expansion opportunities and retain customers for EDB.
• Advancing through technology: Champion the adoption of CS platforms to provide the team with a single pane of glass regarding customer health, usage patterns, and risk signals.

Key Responsibilities

• Regional Leadership: Manage and mentor a diverse team of CSMs and TAMs. Foster a culture of accountability, curiosity, and commercial grit.
• Operational Excellence: Develop and track North Star metrics, including NRR/GRR, Churn Rate, Time-to-Value (TTV), and Customer Health Scores.
• Cross-Functional Advocacy: Serve as the Voice of the Customer to Product and Engineering to help shape the roadmap and ensure that regional market requirements are prioritized.
• Strategic Account Oversight: Act as the executive sponsor for key accounts, stepping in to navigate complex escalations and solidify long-term partnerships.

Candidate Characteristics

• The Architect Mindset: Experience building or refining CS playbooks. Knowledge of using Tech-Touch strategies to cover the long-tail of accounts effectively.
• Data-Driven: Comfortable using data to tell a story, including signals, available telemetry, and customer data to predict churn and identify expansion white space.
• Change Agent: Comfortable leading teams through transitions, focusing on moving beyond traditional relationship management to a proactive, value-based delivery model.

What you will bring:

• 10+ years overall successful Customer Success Management and Professional Services leadership in a high-growth B2B software/SaaS environment.
• Proven track record working collaboratively with Sales, Marketing, Product, Operations organizations.
• Demonstrated success connecting post-sale and sales experiences.
• Direct experience in implementing global processes and standards.
• Empathy for customers AND passion for revenue and growth.
• Strong people management, coaching and development experience.
• Excellence in stakeholder relationship management including influencing, conflict resolution, problem solving, negotiating.

Benefits

• Access to CuraLinc for health and wellness tips and practices.
• Wellness Fridays extending to December 2026.