Director Customer Success, EMEA

SafetyCulture; Manchester; Hybrid; GBP 110,000 - 180,000; Full time

Benefits offered by this job

Equity with high growth potential

Flexible working arrangements

Professional training opportunities

Daily meals and snacks

Wellbeing initiatives

Quarterly celebrations

Job summary

A global tech company in Manchester seeks a strategic Customer Success leader to oversee the EMEA organization. You will drive customer retention and growth, while mentoring teams and aligning regional goals with global vision. The ideal candidate has a strong background in SaaS, excellent leadership skills, and a genuine passion for enhancing customer experience. You’ll join a diverse environment and enjoy competitive compensation, equity, and a variety of perks including flexible working arrangements and wellness initiatives.

Qualifications

• Experience as a Customer Success leader in a SaaS environment.
• Proven track record of building and scaling high-performing teams.
• Comfortable engaging in both strategic discussions and detailed playbook refinements.

Responsibilities

• Lead and develop the EMEA Customer Success organisation.
• Deliver against regional retention and expansion targets.
• Monitor customer health and key success metrics.
• Act as the regional voice of the customer.
• Monitor customer health and key success metrics, providing clear reporting and insights to senior leadership.
• Partner closely with Customer Experience teams to create a seamless end-to-end customer journey.
• Collaborate with global CS leadership to align on programs, frameworks, and best practices.
• Act as the regional voice of the customer, influencing product direction and go-to-market priorities.
• Use data-driven insights to continuously improve team effectiveness and customer outcomes.
• Inspire resilience and adaptability within your team, guiding them to deliver high-quality results.

Skills

Leadership

Customer Success

Data-driven decision making

Commercial judgement

Empathy

Job description

Why join us?

We’re a global tech company, just not the kind you’re picturing.Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.

Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”

People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.

The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.

This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in.

About You

You’re a strategic and commercially minded Customer Success leader who has built and scaled high-performing SaaS teams across EMEA. You’ve led leaders, partnered closely with Sales and Product, and know how to turn strong customer outcomes into long-term value, retention, and sustainable business impact.

You’re as comfortable in the boardroom discussing forecasts and expansion strategy as you are rolling up your sleeves to refine a playbook or support a complex enterprise customer conversation.

You bring a balanced leadership style grounded in data, commercial judgement, and genuine customer empathy. You’re comfortable challenging the status quo, thinking long-term, and operating effectively in fast-moving, matrixed environments. Above all, you see Customer Success for what it truly is a strategic driver of growth, retention, and long-term customer value.

How You Will Spend Your Time

• Lead and develop the EMEA Customer Success organisation, mentoring leaders and building a culture of accountability, ownership, and performance
• Deliver against regional retention and expansion targets, ensuring predictable and sustainable growth
• Refine and execute a Customer Success strategy aligned to SafetyCulture’s global vision and regional objectives
• Own risk identification, mitigation strategies, and forecasting for the EMEA CS function
• Monitor customer health and key success metrics, providing clear reporting and insights to senior leadership
• Partner closely with Customer Experience teams (Onboarding & Implementation, Support, Customer Operations) to create a seamless end-to-end customer journey
• Collaborate with global CS leadership to align on programs, frameworks, and best practices, balancing global consistency with local nuance
• Act as the regional voice of the customer, influencing product direction and go-to-market priorities
• Use data-driven insights to continuously improve team effectiveness and customer outcomes
• Inspire resilience and adaptability within your team, guiding them to deliver high-quality

At SafetyCulture, we care about people and growing the team, through:

• Equity with high growth potential, and a competitive salary
• Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
• Access to professional and personal training and development opportunities;
• Hackathons, Workshops, Lunch & Learns
• Access to our Leadership Academy as part of your ongoing growth and development journey

You’ll Also Receive Other Perks Such As

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events
• Gym sessions, book club, pet-friendly offices and more

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK .

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

You can find out more about life at SafetyCulture via Youtube , Twitter , Instagram and LinkedIn .

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