Director of Customer Success [EMEA]
Luma · London, UK · hybrid
This is a hands-on leadership role at the center of our EMEA Customer Success organization.
You'll lead a small, senior team of 5 with the intention to double to 10 in the next 12 months.
Based from London, your team sit locally along with a growing team in Munich and possibly Riyadh in future working with enterprise customers across EMEA.
Where You Come InYou'll carry formal accountability for your team's performance, development, hiring, and day-to-day effectiveness — and you'll stay personally engaged in the region's most strategic accounts, at the level where a senior voice changes the outcome. Your core mandate is to turn a set of excellent individual practices into one operating system: the account planning, escalation, and reporting structures that let the team scale without a proportional rise in headcount.
This fits someone who wants to lead from close range rather than inherit a large, already-built org. If you're looking for a defined playbook or a steady renewal book to protect, this isn't that — you'll be building the playbook as you go.
What You'll Own- Lead the EMEA Customer Success team — owning hiring, onboarding, coaching, performance management, and career development for a small group of senior CSMs.
- Stay personally engaged in the region's most strategic accounts, holding senior relationships directly and stepping in when a situation needs a decision at your level.
- Decide where the team's time goes: which accounts warrant depth, what account enablement work is worth the investment, and what should become a repeatable, templated motion versus a bespoke one-off.
- Build the account planning, escalation, and reporting processes that let the team absorb more enterprise customers without adding headcount at the same rate.
- Own performance outcomes for the accounts the team covers — net revenue retention, retention rates, health score distribution, and escalation resolution — and report cleanly to leadership.
- Grow usage inside existing accounts — across more teams, more markets, and more use cases
- Partner cross-functionally with Sales on renewals and new-account expansion, with Forward Deployed Creatives on workflow adoption, and with Product on what customers in the region need built next.
- Identify and develop talent — building a bench of strong individual contributors and emerging player-coaches who can grow with the organization.
- Lead hiring for the team as it scales, setting an explicit bar for what "senior" looks like in EMEA Customer Success.
- Set and maintain a high standard of execution across the team: account health, CRM hygiene, renewal management, expansion identification, and customer engagement quality.
- Serve as a senior point of escalation for complex customer situations that have exceeded what the team can resolve independently.
- Contribute to CS strategy alongside regional and functional leadership — bringing a ground-level view of team capability, customer patterns, and operational gaps into planning conversations.
Who You Are- 10+ years of experience in Customer Success or a closely related client-facing function, including substantial experience leading teams of senior individual contributors (not only early-career CSMs) with direct accountability for performance outcomes.
- A proven people manager — you've built and developed CS teams, navigated performance conversations with directness and care, and have a track record of retention and growth among your reports.
- A record of personally holding senior relationships at large enterprise or agency accounts, including the conversations that go badly.
- Evidence you've made a team's work repeatable — you've taken a function running on effort and given it a system, and can say what you cut to get there.
- Strong operational leader — you build reliable execution systems, hold teams to consistent standards, and are comfortable owning outcome metrics rather than just activity metrics.
- Presence — you can lead people who already know their job well, in a region removed from headquarters, and earn their respect quickly while holding your own point of view.
- Comfortable operating across multiple markets within the region while working closely with a leadership team based elsewhere.
- Effective cross-functional partner — you work well with Sales, Product, and GTM leaders and understand how CS fits into the broader revenue motion.
- Comfortable operating in a scaling environment where team structure, tooling, and process are still being refined — you improve the system rather than waiting for it to be finished.
What Sets You Apart- Experience building or significantly scaling a CS function at a high-growth startup — including hiring, process development, and team structure design.
- Fluency with marketers — real time spent working with advertising agencies or brand marketing teams, whether from a software vendor, a media owner, an ad tech or martech company, or from inside an agency or brand.
- Background at a creative technology, generative AI, or product-led growth company.
- Track record of developing CS managers or leads from IC backgrounds — not just hiring experienced managers externally.
- Deep familiarity with CRM and customer success tooling, and a point of view on how to use data to manage team performance.
Nice to Have
- An additional European language.
- Experience at a creative software, martech, or ad tech company selling into agency groups and global brands.
- Familiarity with adjacent, newly-opened markets relevant to the region's growth (e.g. the Middle East).