The Role
As the Senior Director of Customer Success for EMEA, you will lead and scale our regional Customer Success team to deliver exceptional value, drive customer outcomes, and expand long-term partnerships across our enterprise and mid-market customer base. You’ll be responsible for building and executing the EMEA customer success strategy, aligning closely with Sales, Product, Support, and Marketing to improve adoption, retention, and growth. This role reports to the SVP, Customer Experience.
What You'll Be Doing
* Customer Strategy & Outcomes
o Own the customer lifecycle in EMEA from onboarding to renewal, ensuring customers achieve measurable outcomes.
o Partner with customers to align Nitro’s solutions with their digital transformation goals and document productivity needs.
o Drive high adoption and satisfaction through value-driven engagement and proactive account management.
* Leadership & Team Development
o Lead, mentor, and grow a high-performing Customer Success team across the EMEA region.
o Foster a culture of accountability, collaboration, and continuous improvement.
o Ensure the team is aligned with global CS goals while addressing the unique needs of the EMEA market.
* Global Collaboration
o Collaborate closely with the North America Director of Customer Success to ensure strategies, processes, and success plans are implemented consistently across regions.
o Contribute to a global framework for CS operations, metrics, and customer engagement programs.
* Customer Health & Retention
o Own customer retention, expansion, and health metrics across the region.
o Oversee risk mitigation plans and proactively manage escalations with a focus on long-term partnership.
o Drive renewals in collaboration with Sales and identify upsell opportunities through strong customer relationships.
* Cross-Functional Collaboration
o Collaborate with Sales to support strategic accounts, pilots, and renewals.
o Influence Product roadmaps by communicating regional customer feedback and emerging trends.
o Work with Marketing and CS Enablement on lifecycle communications, onboarding content, and scaled customer programs.
* Business Insights & Reporting
o Provide regular reporting on customer health, retention forecasts, and CS team performance.
o Use data and insights to optimize CS programs and improve the customer journey across key segments.
Success Criteria
* Proven ability to lead and scale high-performing CS teams in a fast-paced environment.
* Strong executive presence and ability to build trust with senior stakeholders, both internally and externally.
* Demonstrated ability to influence cross-functional teams and drive customer-centric initiatives.
* Metrics-driven mindset with a focus on outcomes, value delivery, and measurable success.
* Strong understanding of the EMEA business landscape and customer expectations.
* Experience driving alignment with global CS leadership to ensure consistency across regional teams.
What We\'re Looking For
* 10+ years of Customer Success or Account Management experience in enterprise software, with at least 5 years in a leadership role.
* Prior experience managing teams across EMEA and supporting a diverse, international customer base.
* Deep knowledge of the customer lifecycle, success planning, and digital adoption strategies.
* Exceptional communication, interpersonal, and organizational skills.
* Strong commercial acumen with experience supporting upsell, cross-sell, and renewal motions.
* Fluent in English; additional European languages a plus.
* Ability to travel within EMEA as needed (~25%).
Why Nitro?
Along With Our Regular Benefits And Programs (including Health, Dental, Vision, and Retirement) We Are Also Very Proud To Offer a Few Additional Initiatives To Future Nitronauts:
* Flex Time Off - Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.
* Hybrid Work - Our team embraces the hybrid work model, combining three days of in-person collaboration at our global offices with two days of remote work each week.
Benefits
Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.
Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.
#J-18808-Ljbffr