Customer Success Lead - Western Europe
Leads a Western Europe Customer Success team while managing priority accounts, improving retention and expansion, and building scalable post-sales processes. Requires 10+ years in SaaS Customer Success or post-sales and 5+ years of direct people leadership.
About the job
Responsibilities
- Lead, coach, and develop a high-performing Customer Success team across Western Europe.
- Own team and regional net revenue retention, customer retention, and expansion goals.
- Directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
- Lead complex post-sales and renewal cycles, drive adoption, unblock issues, and identify expansion opportunities.
- Set strategic direction for the team and align customer success initiatives with company goals and market trends.
- Monitor and optimize delivery quality across accounts, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
- Develop and optimize Commercial and Scale playbooks for consistent execution and measurable impact.
- Build and maintain executive-level relationships across priority accounts.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM and cross-functional leadership to align objectives and drive initiatives across customer success, sales, and operations.
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally including Western Europe accounts.
- Demonstrated technical acumen, including the ability to enable a team on product capabilities, integrations, and data insights.
- 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent through coaching and enablement.
- Strong player-coach mindset, with experience managing key accounts directly while leading others.
- Demonstrated success exceeding renewal, expansion, and net revenue retention goals.
- Expertise in Customer Success methodologies, including success planning, adoption frameworks, ROI storytelling, and executive alignment.
- Strong analytical and operational skills, including using data to identify performance trends, optimize workflows, and forecast outcomes.
- Builder mindset and comfort creating processes and playbooks from scratch.
- Ability to operate with an AI-first mindset.
Nice-to-haves
- Hands-on experience with Salesforce, Gong, Sigma, or Pylon.
- Experience improving data quality, visibility, and usage insights across a team.
Compensation and Benefits
- Annual discretionary professional development stipend.
- Annual discretionary social travel stipend.
- Monthly co-working stipend for employees not located near a main hub.
- Annual company offsite.
- Option to work from offices in London, Dublin, or Paris.
Skills
SaaS, Customer Success, Salesforce, Gong, Sigma, Pylon, Renewal Management, Account Management, Data Analysis, Workflow Automation, Customer Retention, Net Revenue Retention
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