Director, Customer Success

United States Digital Space LLC; Greater London; Hybrid; GBP 98,000 - 120,000; Full time

Benefits offered by this job

25 days vacation

Floating holidays

Wellness allowance

Paid parental leave

Stock options

Healthcare coverage

Wellness stipend

Cell phone stipend

Internet stipend

Home office setup stipend

Mental wellness support

Professional development

Occasional company-funded meals

Job summary

the company is the operating system for creator-led growth. London-based Director, Customer Success (EMEA) leads a high-impact team to drive retention, growth, and customer value across the region.

You'll shape portfolio strategy, engage senior stakeholders, and partner with Sales, Product, and Marketing to align outcomes with creator marketing goals. This role offers equity, a hybrid work model, and extensive global exposure.

Qualifications

• 8+ years of enterprise CS or strategic account leadership in SaaS, MarTech, AdTech, Social Media tech, or creator marketing.
• Proven track record in retention, renewals, expansion, and portfolio growth.
• Experience leading CS professionals and managers with accountability and collaboration.
• Strong executive presence advising senior stakeholders (CMOs, Heads of Influencer Marketing, VPs).
• Commercial acumen with ownership of retention, revenue growth, forecasting, and outcomes.
• Experience managing strategic enterprise relationships, exec reviews, escalations, and risk situations.
• Ability to lead cross-functional initiatives with Sales, Product, Marketing, Professional Services, and Support.
• Direct experience in influencer marketing/creator economy preferred.
• Understanding of creator marketing trends, measurement frameworks, and evolving landscape.
• CRM proficiency and use of AI tools to improve productivity and insights.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, and develop a team of Customer Success Professionals while fostering a culture of accountability, performance, and customer-centricity.
• Own portfolio performance across EMEA, driving customer retention, growth, forecasting accuracy, risk mitigation, and long-term customer success.
• Build trusted relationships with executive stakeholders and help enterprise brands maximize the impact and maturity of their creator marketing programs.
• Partner closely with Sales, Product, Marketing, Professional Services, and Support to advocate for customer needs and influence strategic business outcomes.
• Apply industry knowledge and market insights to help customers evolve their creator marketing strategies and achieve measurable business outcomes.
• Serve as a senior leader within the EMEA organization, driving escalations, operational priorities, organizational development, and cross-functional initiatives.

Skills

Enterprise CS leadership

Strategic account management

SaaS industry know-how

Executive stakeholder management

Forecasting

CRM (Salesforce)

Tools

Salesforce CRM

Job description

the company is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies.

We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. the company has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!

Director, Customer Success (EMEA)

As our EMEA Customer Success organization continues to evolve, we're looking for a strategic and commercially minded Customer Success leader to help shape the next phase of growth for our customers, team, and business.

As Director, Customer Success, you'll lead a team of Customer Success Professionals while helping some of the world's leading brands maximize the value of the company. You'll bring a combination of Customer Success leadership, enterprise commercial expertise, and creator marketing knowledge to drive retention, growth, and long-term partnership success across EMEA. As a member of the EMEA Customer Success leadership team, you'll own portfolio performance, forecasting, strategic customer engagement, team development, and operational excellence while helping shape the future of Customer Success at the company.

Location: London, UK (Hybrid, 3 days per week in office)

Travel: Approximately 20% travel across EMEA customer locations.

In this role, you’ll get to:

• Lead, coach, and develop a team of Customer Success Professionals while fostering a culture of accountability, performance, and customer-centricity.
• Own portfolio performance across EMEA, driving customer retention, growth, forecasting accuracy, risk mitigation, and long-term customer success.
• Build trusted relationships with executive stakeholders and help enterprise brands maximize the impact and maturity of their creator marketing programs.
• Partner closely with Sales, Product, Marketing, Professional Services, and Support to advocate for customer needs and influence strategic business outcomes.
• Apply industry knowledge and market insights to help customers evolve their creator marketing strategies and achieve measurable business outcomes.
• Serve as a senior leader within the EMEA organization, driving escalations, operational priorities, organizational development, and cross-functional initiatives.

Who you are and what you’ll need for this position:

• 8+ years of experience leading Enterprise Customer Success, Strategic Account Management, or related customer-facing teams within SaaS, MarTech, AdTech, Social Media Technology, or Creator Marketing organizations.
• Proven experience leading Enterprise Customer Success or Strategic Account teams with responsibility for retention, renewals, expansion, customer growth, and portfolio performance.
• Demonstrated success developing and leading high-performing Customer Success Professionals and Managers while fostering a culture of accountability, collaboration, and continuous improvement.
• Strong executive presence with experience advising senior stakeholders, including CMOs, Heads of Influencer Marketing, Heads of Social, VPs, and other senior business leaders.
• Strong commercial acumen with ownership of retention, revenue growth, forecasting, and strategic customer outcomes.
• Experience managing strategic enterprise customer relationships, executive business reviews, complex escalations, and high-impact customer risk situations.
• Ability to independently lead cross-functional initiatives and influence outcomes across Sales, Product, Marketing, Professional Services, and Support teams.
• Direct experience within influencer marketing, creator economy, creator technology, social media technology, MarTech, or a closely related industry strongly preferred. Candidates from creator marketing platforms, social/creator agencies, or brand-side creator marketing organizations are especially encouraged to apply.
• Demonstrated understanding of creator marketing trends, influencer strategy, measurement frameworks, and the evolving creator economy landscape.
• Proficiency with CRM platforms (Salesforce preferred) and experience leveraging AI tools to improve productivity, customer insights, forecasting, operational efficiency, and customer engagement.
• Excellent communication, presentation, and stakeholder management skills.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at the company? the company is a place where everyone can grow.

What you will get from us:

• People: work with talented, collaborative, and friendly people who love what they do.
• Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
• Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
• Stock options as part of our equity-sharing program.
• Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more.
• Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year.

Who we are:

the company is the operating system for creator-led growth. Trusted by more than 1,300 global brands and agencies—including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora—the company unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise-grade ecosystem. With industry-leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, the company empowers brands and agencies to harness the creator economy as a strategic growth engine. the company is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at www.the company.com and follow us on LinkedIn and Instagram.

At the company, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, being a good human, and staying focused on what’s important, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.

Compensation, Benefits and Beyond:

We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks.

AI Transparency Notice

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice.

Compensation: £98K – £120K Offers Equity Offers Bonus