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Seasoned Senior Customer Success Director – EMEA – Championing Retention, Expansion, and Customer Advocacy for reputed company’s AI‑Powered Retail Analytics Platform

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About reputed company

reputed company is at the forefront of the convergence between artificial intelligence and retail analytics. Our cloud‑native platform delivers real‑time, data‑driven insights that empower brands, retailers, and supply‑chain partners to understand reputed company behavior, optimize inventory, and personalize the shopping experience at scale. With a presence in over 30 countries and a portfolio of more than 200 enterprise customers, we are redefining how the retail industry harnesses data to stay competitive in an ever‑evolving marketplace. Our culture is built on curiosity, collaboration, and continuous improvement, and we are driven by a simple mission: to give retailers the intelligence they need to thrive in a world where every touchpoint matters.

Role Overview

As the Senior Customer Success Director – EMEA, you will be the strategic architect of our customer experience across Europe, the Middle East, and Africa. You will lead a high‑performing team of Customer Success Managers, set the vision for retention and expansion, and partner with Sales, Product, Marketing, and Finance to create a seamless journey from onboarding to renewal. Your influence will shape the way our customers derive value from the platform, drive measurable growth, and position reputed company as the go‑to partner for AI‑powered retail intelligence in the region.

Key Responsibilities

Build and Lead a World‑Class Customer Success Team: Recruit, coach, and retain top talent; establish clear performance metrics; foster a culture of accountability, empathy, and continuous learning.
Strategic Account Leadership: Own the health of key enterprise accounts; conduct quarterly business reviews; identify upsell and cross‑sell opportunities; collaborate with Sales to close expansion deals.
Retention & Renewal Excellence: Design and execute proactive churn‑prevention strategies; monitor NPS, CSAT, and usage metrics; drive renewal conversations and negotiate contracts.
Process & Tool Optimization: Design and refine customer success workflows; implement automation and analytics dashboards; ensure alignment with CRM and support systems.
Customer Advocacy & Feedback Loop: Champion customer voices in product development; translate insights into actionable roadmap items; maintain a robust feedback channel.
Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance to deliver a unified customer experience; represent customer needs in executive meetings.
Regional Growth Strategy: Identify market trends, competitive landscape, and new vertical opportunities; craft go‑to‑market plans for emerging regions.
Reporting & Analytics: Provide regular executive reports on key metrics; forecast revenue impact; present findings to senior leadership.
Thought Leadership & Community Building: Represent reputed company at industry events, webinars, and conferences; build a community of practice among customers and partners.

Essential Qualifications

Minimum 5+ years of experience in B2B SaaS customer success, with at least 3+ years in a managerial or director role.
Proven track record of driving retention and expansion in a complex, multi‑territory environment.
Strong background in the retail industry, with deep understanding of supply chain, merchandising, and omnichannel commerce.
Data‑driven mindset: proficiency in using analytics tools (e.g., Tableau, Power BI, Looker) to derive actionable insights.
Exceptional relationship‑building skills; ability to navigate and influence at all levels of an organization, from C‑suite to frontline teams.
Fluency in English; additional languages (e.g., French, German, Arabic) are a plus.
Experience working in a remote or hybrid environment across multiple time zones.

Preferred Qualifications

Experience with AI or machine‑learning products, especially in the retail or reputed company goods sector.
Background in data science or analytics, with the ability to translate complex data into clear business narratives.
Prior exposure to scaling customer success operations in a high‑growth startup or scale‑up.
Knowledge of European data privacy regulations (GDPR, CCPA) and compliance best practices.
Strong project management skills; familiarity with Agile methodologies.