Director, Customer Success - EMEA / ROW

Tines; Dublin; Hybrid; EUR 100,000 - 140,000; Full time

Job summary

A leading technology company in Dublin is seeking a Director of Customer Success to lead a high-performing team and drive customer outcomes across the EMEA/ROW region. The ideal candidate will have over 10 years of experience in customer success and proven leadership in high-growth environments. You'll be responsible for developing strategies to maximize customer value, scaling operations, and fostering a collaborative team culture.

Qualifications

• 10+ years of experience in customer success or related function, with at least 5 in senior leadership roles.
• Proven experience scaling CS functions within high-growth environments.
• Track record of leading cross-functional teams to exceed retention and growth targets.

Responsibilities

• Lead and develop a high-performing team of Customer Success Managers and Engineers.
• Define and execute the EMEA/ROW customer success strategy.
• Drive customer outcomes including retention, upsell, and advocacy.

Skills

Customer success management

Leadership

Data-driven decision-making

Change management

Negotiation skills

Job description

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

The Director, Customer Success – EMEA/ROW will lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This role is accountable for creating and executing strategies that ensure customers realize maximum value from our solutions, while guiding the team through scaling operations, maturing processes, and navigating transformational change in a high-growth environment.

Key Responsibilities

• Leadership & Team Development – Recruit, develop, and retain top CSM and CSE talent across EMEA and ROW.
• Leadership & Team Development – Foster a high-performance culture focused on accountability, collaboration, and professional growth.
• Leadership & Team Development – Provide ongoing coaching, career development, and performance management.
• Define and execute the EMEA/ROW customer success strategy in alignment with global objectives.
• Drive customer outcomes including retention, upsell, cross-sell, and advocacy.
• Serve as an executive sponsor for strategic accounts and a senior escalation point for customer issues.
• Scaling & Process Optimization – Design and implement scalable processes, playbooks, and customer health frameworks to serve an expanding customer base.
• Scaling & Process Optimization – Champion technology adoption (CS platforms, analytics, and automation tools) to increase efficiency.
• Scaling & Process Optimization – Establish operational KPIs and governance to ensure consistency and quality of delivery.
• Cross-Functional Partnership – Partner closely with Sales to ensure seamless handoffs and growth opportunities.
• Cross-Functional Partnership – Collaborate with Product and Engineering to bring the voice of the customer into the roadmap.
• Cross-Functional Partnership – Work with Marketing to develop customer stories, case studies, and advocacy programs.
• Lead the team through organizational, market, and product changes with resilience and clarity.
• Promote agility and adaptability as core team strengths.

Qualifications

• 10+ years of experience in customer success, account management, or a related function, with at least 5 years in senior leadership roles.
• Proven experience scaling CS functions within high-growth, dynamic environments.
• Track record of leading distributed, cross-functional teams to exceed retention and growth targets.
• Deep understanding of SaaS business models, recurring revenue, and customer lifecycle management.
• Exceptional executive presence, influencing, and negotiation skills.
• Strong data-driven decision-making and analytical capabilities.
• Demonstrated success in change management and leading teams through transformation.
• Advantage in having experience in selling to technical stakeholders eg CISO, CIO and CTO.

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.