Senior Director of Customer Success – DublinWe are seeking a Senior Director of Customer Success to lead our Dublin‑based Signature Success organisation. In this executive leadership role, you will manage customer retention, success plan renewals, expansion opportunities, and overall customer outcomes across a portfolio of enterprise customers. You will scale a high‑performing Customer Success organisation while partnering closely with Sales, Renewals, and cross‑functional stakeholders to drive operational excellence and regional growth.Key ResponsibilitiesLeadership & Organizational GrowthLead, develop, and scale a high‑performing, multi‑tiered Customer Success organization across the EMEA region. Attract, onboard, and retain top talent, fostering a culture of continuous learning, psychological safety, and cross‑functional collaboration. Provide strategic coaching, mentorship, and leadership pathways for direct reports and the broader organization. Drive workforce planning, organisational design, and talent allocation strategies to support regional scale.Customer Success Strategy & GrowthDevelop and execute comprehensive retention and growth strategies to secure renewals and maximise product adoption. Partner with Renewals and Sales leadership to expand Net New Annual Contract Value (ACV) and improve customer health scores. Standardise the execution of customer success methodologies to ensure consistent, repeatable value delivery across all customer accounts.Executive Customer EngagementServe as the executive sponsor and senior escalation point for strategic enterprise accounts. Build trusted, long‑term relationships with C‑suite stakeholders and technology leaders within client organisations. Lead complex, value‑driven business discussions centred on digital transformation, platform adoption, and business outcomes.Operational ExcellenceCollaborate with Customer Success Operations to define the customer lifecycle, optimisation channels, and engagement touchpoints. Manage organisational structures, compensation frameworks, and resource capacity planning effectively. Establish, monitor, and analyse key performance indicators (KPIs) to drive data‑backed strategic decisions. Architect and execute a human‑led, agent‑powered customer success ecosystem that leverages modern AI tools to improve delivery velocity.Market & Technical LeadershipEnsure organisation‑wide technical readiness for new product introductions, platform capabilities, and emerging technologies. Analyse market trends, client feedback, and competitive dynamics to mitigate churn risks and uncover growth opportunities. Translate regional market insights into actionable feedback for global product and executive leadership teams.QualificationsRequired QualificationsBachelor’s degree or equivalent practical experience.15+ years of professional experience in Customer Success, Account Management, Professional Services, or a related customer‑facing function within the technology sector.7+ years of experience leading and scaling multi‑layered enterprise SaaS or cloud‑focused customer organisations (including experience managing people managers).Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion.Exceptional communication, diplomatic negotiation, and consensus‑building skills with a history of advising C‑suite stakeholders.Demonstrated success leading large organisations through hyper‑growth, structural evolution, or business transformation.Preferred QualificationsExperience operating within a consumption‑based or usage‑based cloud business model.Deep familiarity with the Salesforce ecosystem, or complex enterprise architectures spanning CRM, Data, and AI platforms.Strategic understanding of hyperscaler landscapes (e.g., AWS, Microsoft Azure, Google Cloud).Experience collaborating with Global Systems Integrators (GSIs) and enterprise technology partners.A sophisticated conceptual understanding of AI capabilities, large language models, and agentic workflows, with the ability to translate technical features into enterprise business value.Equal Employment Opportunity StatementSalesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We assess any employee or potential employee on the basis of merit, competence and qualifications – without regard to race, religion, colour, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, and termination. All decisions are made fairly and consistently, and are based on merit alone.
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