Director, Customer Success - EMEA

The Director of Customer Success at Iterable is responsible for overseeing the overall health of all EMEA accounts, ensuring value realization for clients, and driving ongoing platform adoption. Key responsibilities include motivating the Customer Success team, maintaining strong renewals and Net Retention rates, establishing a structured Client Success portfolio, and providing insights to the Executive team.

To be considered for the Director of Customer Success at Iterable, candidates should possess a Bachelor's degree or equivalent experience, along with 7+ years in a B2B customer success role within a fast-paced SaaS startup. A minimum of 3 years in team management, exceptional interpersonal skills, and a strong ability to navigate and solve enterprise-level challenges are also crucial.

Iterable is committed to fostering a diverse and inclusive workplace by actively encouraging candidates from all backgrounds to apply. The company’s core values—Trust, Growth Mindset, Balance, and Humility—guide the culture, being recognized as one of the best workplaces and emphasizing collaboration, innovation, and personal growth for all team members.

The Customer Success team at Iterable plays a vital role in driving customer satisfaction, retention, and expansion. By ensuring strong product adoption and conducting regular check-ins with clients, the team contributes to the overall mission of keeping customers happy and productive, crucial for the company's ongoing growth and success.

In addition to a competitive salary and meaningful equity, Iterable offers a range of fantastic perks for the Director of Customer Success role, including comprehensive private medical insurance, additional paid holidays, paid parental leave, fertility and adoption assistance, flexible PTO, and allowances for wellness and professional development.

To maintain high Net Retention rates, I would focus on driving product adoption through regular engagement with customers, gathering feedback to understand their needs, and proactively addressing any concerns. Establishing a regular cadence of check-ins, alongside quarterly business reviews, would also help reinforce client relationships, identify opportunities for growth, and enhance customer satisfaction.

In my previous role, I led a Customer Success team through a period of rapid growth. By focusing on clear communication, setting individual and team goals, and fostering an open environment for feedback, we increased customer satisfaction scores significantly. I believe the key is empowering team members while ensuring they remain aligned with the wider business objectives.

Fostering strong enterprise-level client relationships begins with understanding their business objectives. I prioritize regular check-ins, strategic planning sessions, and personalized interactions that reinforce how our solutions can meet their specific needs. Being a trusted advisor through transparency and consistent communication establishes credibility and rapport.

Effective onboarding requires tailoring the process to meet each customer’s unique needs. I emphasize creating customized onboarding plans, pairing new clients with dedicated Customer Success Managers, and ensuring they have access to training resources and support. This instills confidence and sets the foundation for a successful long-term partnership.

During difficult conversations with clients, I believe in being honest and empathetic. Listening actively to their concerns and validating their feelings is crucial. I focus on being solution-oriented, discussing actionable steps we can take to resolve the issues, and reassuring them of our commitment to their success.

Key metrics for Customer Success include Net Retention rate, Customer Lifetime Value (CLV), Customer Satisfaction Score (CSAT), and product adoption rates. Monitoring these metrics provides insights into client engagement and helps to inform strategies for retention and growth.

I keep my team motivated by fostering a culture of collaboration, setting clear expectations, and recognizing individual and team achievements. By regularly communicating the company’s vision and how each person contributes to that mission, we can maintain alignment and drive each other toward shared goals.

In a previous role, I encountered a major client who was hesitant to renew their contract due to dissatisfaction with certain features. I arranged a meeting to discuss their concerns openly, gathered feedback, and worked with our product team to prioritize updates based on their needs. This left the client feeling heard and resulted in a successful renewal, strengthening our partnership.

Cross-functional collaboration is essential in Customer Success as it allows us to harness the strengths of various departments to solve client challenges efficiently. By working closely with sales, marketing, and product teams, we can address any business issues more holistically, ensuring clients always receive consistent value.

Critical skills for a Director of Customer Success include strong leadership and interpersonal communication, the ability to understand technical solutions, a customer-oriented mindset, and strategic thinking. Additionally, problem-solving skills and a thorough understanding of the SaaS landscape are essential to advocate for clients effectively.