Global Director of Customer Success & Growth

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

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.