Director Customer Success

One Identity; Cork; On-site; EUR 100,000 - 130,000; Full time

Job summary

A leading security software provider in County Cork is seeking a Director of Customer Success to drive customer retention and advocacy in the EMEA region. The role involves leading a team, managing customer lifecycles, and collaborating across departments to ensure customer satisfaction. Ideal candidates will have over 8 years of experience in customer success and account management, with proven leadership skills in a SaaS environment.

Qualifications

• 8+ years of experience in Customer Success and Account Management.
• At least 5 years in a leadership role.
• Experience managing teams across EMEA.

Responsibilities

• Lead the EMEA Customer Success team.
• Define and execute customer success strategy.
• Oversee customer lifecycle management.

Skills

Customer Success

Leadership

Account Management

Stakeholder Management

SaaS Business Models

Communication

Fluent English

Tools

Salesforce

Gainsight

Job description

Overview

One Identity is an award-winning security software provider offering a broad selection of solutions that solve common and challenging IT security problems. Our solutions help govern identities, manage privileged accounts, and control access across on-premises, cloud, and hybrid environments. The combined portfolio delivers Identity Access Management, Privileged Access Management, and Identity Governance solutions to enable identity-centric security. The Customer Success Organization focuses on ensuring customers maximize value from One Identity. We are seeking a strategic and customer-obsessed Director of Customer Success to lead our EMEA customer success organization. This role is critical in driving customer retention, expansion, and advocacy across the region. You will lead a team of Customer Success Managers (CSMs) and collaborate cross-functionally to ensure our customers achieve their desired outcomes and realize maximum value from our solutions.

Responsibilities

• Strategy & Planning
  • Partner with the Chief Customer Officer to define and execute the Customer Success strategy in EMEA & APJ.
  • Build, lead, and scale a high-performing EMEA Customer Success team.
  • Define and execute regional customer success strategies to drive product adoption.
  • Serve as a key voice of the customer within the organization.
• Customer Lifecycle Management
  • Oversee onboarding, adoption, renewal, and annual increase strategies for EMEA customers.
  • Develop and implement success plans to drive customer outcomes and satisfaction.
  • Monitor customer health metrics and proactively address risks.
• Cross-Functional Collaboration
  • Partner with Sales, Product, Marketing, and Support to deliver a seamless customer experience.
  • Consolidate customer and team feedback to Product and Engineering teams based on customer insights.
• Operational Excellence
  • Manage the obtainment of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) vs. the company's annual operating plan.
  • Drive process improvements and leverage tools to scale customer success operations.
  • Provide reporting on team and individual performance.
• Cross-Functional Collaboration
  • Act as a liaison between Customer Success, Sales, Technical Support, Partners, and Professional Services to align on customer-centric initiatives.
  • Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
  • Work with our channel team to ensure communication and operational plans include the partners.

Qualifications

• 8+ years of experience in Customer Success and Account Management, with at least 5 years in a leadership role.
• Proven experience managing teams across multiple countries in the EMEA region.
• Strong understanding of SaaS business models and customer lifecycle management.
• Excellent communication, leadership, and stakeholder management skills.
• Fluent in English; additional European languages are a plus.
• Willingness to travel within the region as needed on a limited basis (10-15%).

What Will Make You Stand Out

• Experience with customer segmentation, health scoring models, and lifecycle frameworks.
• Experience with tools like Gainsight, Salesforce, or similar CS platforms.
• Background in enterprise software, cloud services, or B2B SaaS.
• Familiarity with change management, process improvement methodologies, and personality categorization methodologies (DISC, Meyers-Briggs).
• Working in a private equity environment.