EMEA Director of Customer Success — Scale & Strategy

Luma; Greater London; Presencial; GBP 120.000 - 180.000; Jornada completa

Descripción de la vacante

Luma in London leads a high-growth EMEA Customer Success organization. You’ll manage a small, senior team of 5 with a plan to double to 10 in 12 months, staying closely engaged with the region’s strategic accounts.

You’ll own hiring, coaching, and performance; design scalable account planning, escalation, and reporting; grow usage across more markets; and partner with Sales, Product, and GTM to secure renewals and expansions.

Formación

• 10+ years in Customer Success or client-facing roles with leadership experience.
• Proven track record of building and scaling CS teams in a high-growth environment.
• Strong at managing senior relationships with enterprise accounts and agencies.
• Able to design repeatable processes and operate without a fixed playbook.

Responsabilidades

• Lead the EMEA Customer Success team, including hiring, onboarding, coaching and performance management.
• Maintain senior relationships in strategic accounts and act as senior decision-maker when needed.
• Set priorities for accounts, enablement work, and scalable motions.
• Build account planning, escalation, and reporting processes to handle more enterprise customers with headcount growth.
• Own outcomes: net revenue retention, renewal rates, health scores, and escalation handling.
• Drive usage growth across more teams and markets, in collaboration with Sales, Product and GTM.
• Identify and develop talent, create bench strength, and scale the team.

Conocimientos

Leadership

People management

Enterprise relationships

Cross-functional collaboration

Operational excellence

Strategic thinking

Hiring & onboarding

Account planning

Herramientas

CRM tooling

Descripción del empleo

Luma in London leads a high-growth EMEA Customer Success organization. You’ll manage a small, senior team of 5 with a plan to double to 10 in 12 months, staying closely engaged with the region’s strategic accounts.

You’ll own hiring, coaching, and performance; design scalable account planning, escalation, and reporting; grow usage across more markets; and partner with Sales, Product, and GTM to secure renewals and expansions.