Director, Customer Success

Responsibilities

• Lead the EMEA Customer Success organization, overseeing Select and Commercial teams to drive net retention and AI-powered customer transformation.
• Hire, manage, and develop leaders and individual contributors, fostering a high-performance and inclusive culture.
• Partner with Sales, Product, and Marketing to execute an AI-first go-to-market strategy and drive customer adoption.
• Develop and implement success planning and processes to ensure a consistent customer journey and measurable business outcomes.
• Drive accountability for retention targets, engagement metrics, and AI adoption roadmaps.
• Collaborate cross-functionally to identify company goals and benchmarks for customer advocacy and growth.

Requirements

• 8+ years of management experience in Customer Success, Professional Services, or related disciplines within a global B2B SaaS or enterprise software business.
• Proven experience scaling teams in new markets and managing budgets.
• Strong analytical skills with the ability to translate data into actionable strategic plans.
• Experience building relationships with C-suite and senior-level stakeholders in enterprise organizations.
• Proficiency with Salesforce and Gainsight.
• Bachelor's degree (BA/BS) required.
• Legally eligible to work in the UK on an ongoing basis.

Preferred Qualifications

• Experience managing remote or distributed teams.
• Demonstrated ability to balance visionary leadership with hands-on execution.
• Experience driving both low-touch and high-touch customer engagement models.

Benefits

• Employer-paid Private Medical and Dental insurance.
• Monthly pension contributions and productivity stipends.
• 25 days paid holiday plus Bank Holidays and a Flexible Time Away Program.
• Comprehensive parental leave: 20 weeks fully paid Maternity and 12 weeks fully paid Paternity/Adoption leave.
• Professional development opportunities, including access to Udemy.
• Personal paid Volunteer Day.

About the Company

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter. We are currently entering an ambitious new chapter, uniting human teams with AI agents to automate manual tasks and uncover insights at scale, allowing people to focus on creativity and big thinking.