Customer Success Director EMEA

📋 Description

• Retention and expansion of the EMEA book: full accountability for Gross Revenue Retention (GRR) and
• Direct management of a team of Account Managers and Retail Strategists. Managing the personal
• Work closely with Director of Customer Success, NA (peer role) to ensure a smooth, consistent and
• Own the key leading indicators of churn risk: data quality/adoption within the platform, KPI
• Guide a deal cycle to a successful outcome
• Understand key pain points in the retail industry and work with Retail Strategists to optimise

🎯 Requirements

• A track record of leading and scaling customer success organizations in B2B SaaS, including
• Direct experience managing both technical/delivery talent and commercially-oriented account
• Comfort operating in a data-driven, metrics-first culture — you can build and defend a GRR/NRR
• Ability to navigate complex organizational structures, influence cross-functional stakeholders
• Strong relationship-building skills, internally and with senior client stakeholders.
• Ability to move fluidly between tactical, day-to-day account issues and longer-term strategic

🎁 Benefits

• At EDITED we are set up to work remotely and can also offer hybrid working via our London and Sofia
• Enhanced parental leave policy
• 25 days annual leave + public holidays (and an extra day for every year at EDITED)
• Healthcare via SimplyHealth Cash Plan
• You can utilise our flexible working policy to ensure you can work around your schedule
• Season Ticket Loan & Cycle to Work schemes