Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in Italy.
In this senior leadership role, you will shape and scale the Customer Success organization across the EMEA region, ensuring enterprise customers achieve measurable value and long-term outcomes from a complex data and AI platform. You will build a modern, data-driven success engine that strengthens retention, expands customer relationships, and drives sustainable revenue growth. Acting as both strategist and operator, you will lead a regional team while partnering closely with Sales, Product, and Engineering to improve the end-to-end customer journey. This role combines executive-level customer engagement with operational transformation, including the shift toward scalable and digital-first success models. You will define how Customer Success evolves in a fast-growing, enterprise SaaS environment and directly influence product direction through customer insight. It is a high-impact position for a leader who thrives in building structure, scaling teams, and driving measurable business outcomes.
Accountabilities
- Lead and scale the Customer Success organization across the EMEA region, managing and mentoring teams of Customer Success Managers and Technical Account Managers while fostering a high-performance, accountable culture.
- Define and execute regional Customer Success strategy focused on retention, expansion, and customer value realization, aligning closely with overall go-to-market objectives.
- Build and operate a data-driven Customer Success framework, including key metrics such as NRR, GRR, churn, customer health scores, and time-to-value.
- Drive modernization of the Customer Success lifecycle through predictive health monitoring, success planning, and executive business reviews that anticipate customer needs and risks.
- Lead the transition toward scalable and digital-led Customer Success motions, implementing tech-touch and pooled engagement models for broader customer coverage.
- Act as executive sponsor for strategic enterprise accounts, managing escalations and strengthening long-term customer partnerships.
- Partner closely with Product and Engineering to bring the voice of the customer into roadmap planning and product prioritization.
- Champion Customer Success platforms and tools to unify customer insights, usage data, and risk signals into a single operational view.
- 10+ years of experience in Customer Success, Professional Services, or related leadership roles within high-growth B2B SaaS or enterprise software environments.
- Proven experience leading and scaling Customer Success organizations across multiple regions or complex enterprise customer bases.
- Strong track record of driving retention, expansion, and revenue growth through post-sales customer engagement strategies.
- Deep understanding of Customer Success operations, including lifecycle management, success planning, and customer health modeling.
- Strong data-driven mindset with the ability to interpret customer metrics and translate insights into strategic actions.
- Demonstrated ability to lead organizational change, particularly in shifting from reactive to proactive and scalable Customer Success models.
- Excellent stakeholder management skills with experience influencing executive-level discussions across Sales, Product, and Engineering.
- Strong leadership, coaching, and team development capabilities.
- Experience working in global, cross-functional environments with distributed teams.
- Competitive compensation package aligned with senior leadership responsibilities.
- Flexible working arrangements, including remote or hybrid options depending on location.
- Opportunity to lead a high-impact regional function within a fast-growing global organization.
- Strong career development opportunities in a scaling, enterprise-focused environment.
- Collaborative, international work culture with close cross-functional partnership across global teams.
- Access to wellness programs and initiatives supporting physical and mental well-being.
- Exposure to strategic enterprise accounts and high-level customer engagements.
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Benefits
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Date Posted
04/27/2026
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