Director, Enterprise Customer Success

Impactribe Ltd; Dublin; Hybrid; EUR 140,000 - 180,000; Full time

Job summary

Datadog seeks a Director, Enterprise Customer Success in Dublin to own strategy, operations, and outcomes for our largest enterprise relationships in EMEA. You will lead a 25+ person CS team across first-line managers, driving retention and expansion while shaping scalable processes and talent growth.

Hybr id work culture supports collaboration and work-life harmony, with strong cross-functional partnerships and a focus on AI-driven customer outcomes.

Qualifications

• 8+ years leading Customer Success or Account Management teams in SaaS.
• 3+ years managing managers (leading a team of comparable or greater scale).
• Proven track record of ownership of retention/expansion outcomes using metrics like NRR or GRR.

Responsibilities

• Own strategic and operational health of a large book of business, accountable for product adoption, retention, and customer experience outcomes across our largest accounts.
• Lead, coach, and develop a team of first-line managers to build strong teams.
• Set and run operating rhythm: forecast reviews, QBR/EBR cadence, and metrics to drive interventions.
• Act as executive escalation point for strategic accounts and complex relationships.
• Build and scale the department: design org structure, drive hiring, and career pathing for managers and ICs.
• Partner cross-functionally to shape growth strategy and align hiring plans with broader EMEA enterprise business.
• Collaborate with stakeholders to actualize growth strategies and meet hiring goals.
• Partner with Enterprise Sales leadership to align on growth strategy across existing and new customers.
• Champion practical AI adoption to improve efficiency and outcomes.

Skills

Leadership

CS leadership

Data-driven coaching

Strategic account management

Tools

Observability software

Security software

Job description

As Director, Enterprise Customer Success, you will own the strategy, operations, and outcomes for our largest and most strategic customer relationships while leading a team of 25+ Customer Success Managers through multiple first-line managers. You'll be accountable for the retention and expansion of a significant portion of Datadog's enterprise book in EMEA, while building and scaling the org, systems, and talent needed to do that sustainably. This is a chance to shape how a market-leading company runs enterprise customer success at scale, with direct visibility into your impact.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Own the strategic and operational health of your book of business, accountable for product adoption, retention, and customer experience outcomes across our largest accounts
• Lead, coach, and develop a team of first-line managers, building their management capability so they in turn build strong teams
• Set and run the team's operating rhythm: forecast reviews, QBR/EBR cadence, and the metrics (e.g. consumption, NRR, health scores) that tell you where to intervene
• Act as the executive escalation point when needed for strategic accounts, stepping into complex or high-stakes customer relationships
• Build and scale the department: design org structure, drive hiring to meet growth targets, and build career pathing for managers and ICs
• Partner cross-functionally to shape account growth strategy, co-design onboarding and everboarding curriculum, and align hiring plans with the broader EMEA enterprise business
• Collaborate cross-functionally with stakeholder departments to actualize on account growth strategies, team operations, co-design an everboarding training curriculum, and meet hiring goals
• Strategically partner with Enterprise Sales leadership to align on growth strategy across existing and new customers
• Champion practical AI adoption across the team by identifying where AI tools genuinely improve efficiency or customer outcomes, and coaching managers and CSMs to use them well without eroding judgment

Who You Are:

• Someone with 8+ years leading Customer Success or Account Management teams in SaaS, including 3+ years managing managers (leading a team of comparable or greater scale)
• A track record of owning retention/expansion outcomes and using data like NRR/GRR, health scoring, and churn and renewal forecasting, to run and coach a team
• Experience managing and scaling teams across established and emerging geographies
• AI-fluent: comfortable using AI tools in your own workflow and identifying where they create real opportunity for a customer success organization
• Familiarity with observability and/or security software in B2B tech preferred

#LI-Hybrid

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

Director, Enterprise Customer Success

Dublin, Ireland

As Director, Enterprise Customer Success, you will own the strategy, operations, and outcomes for our largest and most strategic customer relationships while leading a team of 25+ Customer Success Managers through multiple first-line managers. You'll be accountable for the retention and expansion of a significant portion of Datadog's enterprise book in EMEA, while building and scaling the org, systems, and talent needed to do that sustainably. This is a chance to shape how a market-leading company runs enterprise customer success at scale, with direct visibility into your impact.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Own the strategic and operational health of your book of business, accountable for product adoption, retention, and customer experience outcomes across our largest accounts
• Lead, coach, and develop a team of first-line managers, building their management capability so they in turn build strong teams
• Set and run the team's operating rhythm: forecast reviews, QBR/EBR cadence, and the metrics (e.g. consumption, NRR, health scores) that tell you where to intervene
• Act as the executive escalation point when needed for strategic accounts, stepping into complex or high-stakes customer relationships
• Build and scale the department: design org structure, drive hiring to meet growth targets, and build career pathing for managers and ICs
• Partner cross-functionally to shape account growth strategy, co-design onboarding and everboarding curriculum, and align hiring plans with the broader EMEA enterprise business
• Collaborate cross-functionally with stakeholder departments to actualize on account growth strategies, team operations, co-design an everboarding training curriculum, and meet hiring goals
• Strategically partner with Enterprise Sales leadership to align on growth strategy across existing and new customers
• Champion practical AI adoption across the team by identifying where AI tools genuinely improve efficiency or customer outcomes, and coaching managers and CSMs to use them well without eroding judgment

Who You Are:

• Someone with 8+ years leading Customer Success or Account Management teams in SaaS, including 3+ years managing managers (leading a team of comparable or greater scale)
• A track record of owning retention/expansion outcomes and using data like NRR/GRR, health scoring, and churn and renewal forecasting, to run and coach a team
• Experience managing and scaling teams across established and emerging geographies
• AI-fluent: comfortable using AI tools in your own workflow and identifying where they create real opportunity for a customer success organization
• Familiarity with observability and/or security software in B2B tech preferred

#LI-Hybrid

About Datadog:

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.