Global Director, Customer Success & Growth

Euromonitor International; Greater London; Hybrid; GBP 130,000 - 170,000; Full time

Job summary

Euromonitor International in London or Dubai is seeking a Director of Customer Success to design and lead a global function focused on onboarding, adoption, and value realization. You will partner with Sales, Product and Marketing to drive measurable outcomes and long-term retention.

The role demands strategic leadership, scalable operating models, and a data-driven approach to customer health across markets.

Qualifications

• Significant leadership experience within Customer Success or post-sales.
• Experience in SaaS, subscription, or data services.
• Proven track record of improving onboarding, adoption and retention.
• Ability to design customer segmentation strategies and journeys.
• Strong stakeholder management with senior leaders.
• Knowledge of CS tech, analytics, and AI-enabled tools.

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.
• 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.
• 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.
• 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.

Skills

Strategic leadership

Customer Success

SaaS/Subscription

Stakeholder management

Global / cross-cultural

Commercial acumen

Job description

Euromonitor International in London or Dubai is seeking a Director of Customer Success to design and lead a global function focused on onboarding, adoption, and value realization. You will partner with Sales, Product and Marketing to drive measurable outcomes and long-term retention.

The role demands strategic leadership, scalable operating models, and a data-driven approach to customer health across markets.