Director of Customer Success

Euromonitor International; Dubai; On-site; AED 900,000 - 1,500,000; Full time

Job summary

Euromonitor International is hiring a Director of Customer Success to design and scale a global CS function, spanning onboarding, adoption, and value realization. This senior role partners with Account Management, Sales, Product and Marketing to drive retention and growth across markets.

You will build governance, segmentation and education programs, lead a distributed team and translate customer insights into expansion opportunities.

Qualifications

• Significant leadership experience within Customer Success or post-sales.
• Experience operating in SaaS or recurring revenue environments.
• Proven track record of improving onboarding, adoption and retention.
• Experience designing customer segmentation strategies and journeys.
• Strong commercial awareness linking CS to growth.
• Experience using health and usage data to drive decisions.
• Experience leading geographically distributed teams.

Responsibilities

• Define and implement the global Customer Success strategy, operating model and ways of working.
• Establish customer segmentation, coverage models and engagement approaches across different customer types.
• Develop scalable methodologies, governance frameworks and best practices that can be adopted globally.
• Create clarity across Customer Success, Account Management, New Business and Product teams.
• Own the post-sale customer journey, from onboarding through to value achievement.
• Create consistent onboarding programmes that accelerate customer activation and time-to-value.
• Develop customer success planning processes that connect customer objectives with measurable outcomes.
• Establish scalable education, engagement and adoption programmes.
• Implement a global customer health framework using adoption, engagement and usage data.
• Identify expansion opportunities with Account Management.

Skills

Leadership

Strategy

SaaS

Stakeholder management

Data-driven decisions

Tools

CRM platforms

Analytics platforms

Customer health tools

Job description

Role location is open to both London and Dubai.

Shape the future of Customer Success at Euromonitor International

At Euromonitor International, we help organisations make confident decisions through trusted data, market research and consumer insights. As we continue to evolve our commercial organisation, we're looking for a highly strategic and commercially-minded Director of Customer Success to build and lead a world-class global Customer Success function.

This is a unique opportunity to define the vision, operating model and future direction of Customer Success across a global business. Working closely with Account Management, Sales, Product and Marketing, you will ensure customers achieve measurable value from their partnership with Euromonitor while creating the conditions for long-term retention, adoption and growth.

The Opportunity

As Director of Customer Success, you will design and scale a global function focused on customer onboarding, adoption, engagement, value realisation and health. You will establish the frameworks, processes and capabilities needed to deliver a consistent, data-driven customer experience across markets and customer segments.

You will also play a key role in accelerating growth by ensuring customer insights, adoption trends and unmet needs are translated into expansion opportunities for our Account Management teams.

This role combines strategic leadership, operational transformation and commercial impact, making it an ideal opportunity for a senior Customer Success leader looking to shape a function at scale.

What You’ll Be Doing

Build and Scale a Global Customer Success Function

• Define and implement the global Customer Success strategy, operating model and ways of working.
• Establish customer segmentation, coverage models and engagement approaches across different customer types.
• Develop scalable methodologies, governance frameworks and best practices that can be adopted globally.
• Create clarity across Customer Success, Account Management, New Business and Product teams.

Drive Customer Adoption and Value Realisation

• Own the post-sale customer journey, from onboarding through to value achievement.
• Create consistent onboarding programmes that accelerate customer activation and time-to-value.
• Develop customer success planning processes that connect customer objectives with measurable outcomes.
• Establish scalable education, engagement and adoption programmes.

Strengthen Customer Health and Retention

• Implement a global customer health framework using adoption, engagement and usage data.
• Develop proactive risk identification and intervention models.
• Use customer insights to uncover systemic drivers of churn and customer friction.
• Provide actionable customer intelligence to support successful renewal strategies.

Partner for Growth

• Embed commercial thinking throughout the Customer Success organisation.
• Create repeatable processes for identifying expansion, cross-sell and upsell opportunities.
• Partner closely with Account Management to contribute customer insight and growth opportunities.
• Measure and increase Customer Success contribution to account expansion and customer growth.

Lead, Coach and Develop a Global Team

• Build and inspire a high-performing international Customer Success organisation.
• Develop future capability across consultative customer engagement, commercial acumen, value-based conversations and data literacy.
• Establish clear career pathways, performance expectations and leadership standards.
• Foster a culture of accountability, collaboration, innovation and customer focus.

What We’re Looking For

We’re interested in speaking with experienced Customer Success leaders who have successfully built, transformed or scaled global customer-facing functions in subscription or recurring revenue businesses.

• Significant leadership experience within Customer Success, Customer Experience or post-sales organisations.
• Experience operating in SaaS, subscription, data, information services, technology or recurring revenue environments.
• A proven track record of improving onboarding, adoption, engagement, retention and customer outcomes.
• Experience designing customer segmentation strategies, customer journeys and scalable operating models.
• Strong commercial awareness and an understanding of the relationship between customer success, retention and growth.
• Experience using customer health, behavioural and usage data to drive decision-making.
• Success leading geographically distributed teams and creating consistency across global markets.
• Excellent stakeholder management skills, with the ability to influence senior leaders across Commercial, Product and Sales.
• Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled customer engagement tools.

Why Join Us?

This is a rare opportunity to build and lead a strategically important global capability within a highly respected international business. You’ll have the platform to shape how Euromonitor delivers value to customers worldwide, influence senior business strategy and create lasting commercial impact.

If you’re passionate about customer outcomes, scaling high-performing teams and building modern Customer Success organisations, we’d love to hear from you.

Successful applicants will receive the FULL job spec to look over.

Benefits

Why work for Euromonitor?

Our Values:

• We seek individuals who act with integrity
• We look for candidates who are curious about the world
• We feel that as a community, we’re stronger together
• We seek to enable people to feel empowered
• We welcome candidates who bring strength in diversity

International: not only do we have a very multinational workforce in each office but we communicate across our 16 offices worldwide on a daily basis.

Hardworking and sociable: our staff know how to work hard and know also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of other groups to be involved with.

Committed to making a difference: We believe that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It gives all new starters a donation amount on joining us which they can give to a charity of their choice.

It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights.

Excellent benefits: we offer competitive salaries, enhanced healthcare and pensions, plus generous holiday allowances, hybrid working and, in many offices, a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our Managers and Directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement:

Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.