Director, Customer Success

The Challenge

The Director, Customer Success is accountable for customer outcomes, retention, and growth across the International South & Growth Markets region. This leader owns the post-sales customer strategy for the region, ensuring customers realize measurable business value, renew with confidence, and expand their footprint over time. This role reports to the VP of International Customer Success. 

This role combines regional GTM leadership, people leadership, and commercial accountability. You will lead a team of Customer Success leaders, managers, and senior individual contributors, act as the senior escalation point for strategic accounts, and partner closely with Sales, Renewal / ECS, Professional Services, Support, and Product to deliver durable customer value and strong revenue outcomes. 

We are looking for a driven, motivated, and ambitious leader who is excited to learn, grow, build a high-performing team, and help shape the strategy and direction of the region over time. This person should also be energised by driving the adoption of AI tools to improve workflows, increase efficiency, and raise the quality and consistency of execution across the region. 

Your Mission

Regional Customer Success Strategy & Outcomes 

• Own and execute Customer Success strategy for International South & Growth Markets, aligned with International Customer Success strategy and regional business priorities. 

• Ensure customers achieve measurable, outcome-based value aligned to their original business objectives and evolving use cases. 

• Translate customer value realization into strong renewal performance, expansion, and advocacy across the region. 

• Maintain a deep understanding of market dynamics, customer maturity, and regional considerations to tailor Customer Success execution appropriately. 

Commercial Accountability & Renewals Leadership 

• Own GRR and NRR performance across the region, with clear accountability for retention, renewals, and expansion outcomes. 

• Partner closely with Sales and Renewal / ECS to secure large, complex, and strategic renewals, including executive-level engagement and negotiation where required. 

• Proactively identify and mitigate churn risk, leading cross-functional recovery plans for at-risk and high-value accounts. 

• Drive expansion strategy by positioning adjacent use cases and additional solutions based on realized and demonstrated customer value. 

• Drive operational rigor around forecast accuracy, customer health, value articulation, stakeholder alignment, renewal planning, and expansion identification. 

Leadership & Team Development 

• Lead, coach, and develop a team of high-performing Customer Success leaders, managers, and senior ICs. 

• Set clear expectations around outcomes, customer engagement quality, commercial impact, and accountability. 

• Build succession plans and develop future Customer Success leaders within the region. 

• Foster a culture of customer obsession, ownership, data-driven decision making, and continuous improvement. 

• Drive the adoption of AI tools and AI-enabled ways of working across the team to improve workflows, efficiency, insight quality, and execution consistency. 

Executive Customer Engagement 

• Act as the executive sponsor for the most strategic and complex customers in the region. 

• Lead high-impact Executive Business Reviews focused on outcomes, ROI, renewal readiness, and long-term partnerships. 

• Serve as the senior escalation point for critical customer situations, executive concerns, and high-stakes commercial discussions. 

Cross-Functional & Strategic Leadership 

• Partner closely with Professional Services to ensure seamless handoff, strong onboarding, and alignment between delivery milestones and long-term customer outcomes. 

• Ensure Customer Success operates as a single, coordinated post-sales motion across implementation, adoption, value realization, renewal readiness, and growth. 

• Collaborate with Sales, Renewal / ECS, Support, and Product to deliver a cohesive, end-to-end customer experience. 

• Lead and contribute to strategic initiatives at both the International and global level, bringing regional insight and helping shape broader Customer Success priorities. 

• Represent the voice of the customer internally, influencing product direction, services strategy, and GTM priorities. 

Success Measures 

• Strong GRR and NRR performance across the region. 

• Successful execution of large and strategic renewals in partnership with Sales and Renewal / ECS. 

• Clear evidence of customer outcomes and value realization. 

• Reduced churn risk through proactive, executive-level engagement. 

• Healthy pipeline of expansion and growth opportunities. 

• High team engagement, performance, and leadership bench strength. 

You Are

• A proven leader leading Customer Success at regional or multi-country scale in a B2B SaaS environment. 

• Able to demonstrate ownership of renewals, retention, expansion, and revenue outcomes. 

• Experienced managing managers and senior Customer Success leaders, not just individual contributors. 

• A strong executive presence with the ability to influence C-suite and senior stakeholders. 

• Commercially driven with deep understanding of ARR, GRR, NRR, renewals, and GTM motions. 

• Experienced partnering effectively with Professional Services and Sales in complex customer environments. 

• Able to operate effectively within a matrixed, international organisation. 

Leadership Profile 

• You are a strategic, commercially minded Customer Success leader who balances customer empathy with business rigor. 

• You are comfortable operating at executive level, decisive in ambiguity, and deeply invested in turning customer value into durable growth for both customers and the business. 

• You are motivated by building teams, raising the performance bar, and shaping strategy in evolving and high-growth regional environments.