Customer Success Director EMEA

Edited

4d • Hybrid

About The Position

EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation. At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best.

Requirements

• A track record of leading and scaling customer success organizations in B2B SaaS, including building repeatable retention/expansion motions in a complex, multi-stakeholder sales environment.
• Direct experience managing both technical/delivery talent and commercially-oriented account management talent under one team.
• Comfort operating in a data-driven, metrics-first culture — you can build and defend a GRR/NRR forecast, not just describe customer sentiment.
• Ability to navigate complex organizational structures, influence cross-functional stakeholders (Product, Sales, Finance), and secure executive buy-in.
• 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 planning.
• At least 3 years of management experience actively coaching a dynamic team(s) to achieve both organisational and individual goals.
• A minimum of 5 years experience working within a B2B SaaS organisation.
• Retail industry background or deep familiarity with retail/merchandising working practices and pain points required.

Nice To Haves

• Product evangelist who leads by example
• Solutions-focused, bias to action
• Strong time management and prioritization across a varied portfolio
• Nurturing, hands-on coach to the team
• Collaborative, low-ego mindset

Responsibilities

• Retention and expansion of the EMEA book: full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across the portfolio.
• Direct management of a team of Account Managers and Retail Strategists.
• Managing the personal development of the team in service of delivering world-class customer service that directly supports retention and expansion goals.
• Work closely with Director of Customer Success, NA (peer role) to ensure a smooth, consistent and world class customer experience regardless of contract size or product suite purchased
• Own the key leading indicators of churn risk: data quality/adoption within the platform, KPI attainment, executive sponsor engagement, and health scoring — and intervene early on at-risk accounts.
• Guide a deal cycle to a successful outcome
• Understand key pain points in the retail industry and work with Retail Strategists to optimise customer working practices through implementation of our solutions.

Benefits

• Enhanced parental leave policy
• 25 days annual leave + public holidays (and an extra day for every year at EDITED)
• Healthcare via SimplyHealth Cash Plan
• Flexible working policy
• Season Ticket Loan & Cycle to Work schemes
• Access to an Employee Assistance Programme
• Employee Referral Programme
• Gifts for work anniversaries and big life events

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed