Director of Customer Success – 3pl

REM Associates Limited; New Hampshire; On-site; USD 152,000 - 178,000; Full time

Benefits offered by this job

Car bonus (£125k)

Job summary

REM Associates Limited is seeking a Director of Customer Success to lead and scale a strategic CS function across EMEA. You will drive retention, expansion, and long-term value by partnering with Sales and Product, guided by data and customer empathy.

The role focuses on shaping global and regional CS programs, aligning with the company vision, and mentoring a high-performing regional team to deliver predictable growth.

Qualifications

• Strategic and commercially minded CS leader.
• Built and scaled SaaS teams across EMEA.
• Led CS leaders, partnered with Sales & Product.
• Data-driven, with strong customer empathy.
• Challenging the status quo in fast-moving environments.

Responsibilities

• Lead and develop the EMEA CS organisation, mentoring leaders and building accountability.
• Deliver against regional retention and expansion targets.
• Own risk identification, mitigation strategies, and forecasting for the EMEA CS function.
• Monitor customer health and key success metrics for senior leadership.
• Partner with Onboarding, Support, and Customer Operations to ensure an end-to-end journey.

Skills

Leadership

Strategic thinking

Data-driven

Stakeholder management

SaaS leadership

Cross-functional collaboration

Forecasting

Job description

Director of Customer Success

Strategic and commercially minded Customer Success leader who has built and scaled high-performing SaaS teams across EMEA. Led leaders, partnered closely with Sales and Product, and know how to turn strong customer outcomes into long-term value, retention, and sustainable business impact,

• Stakeholder and boardroom discussing forecasts and expansion strategy as you are refine a playbook or support a complex enterprise customer conversation,

Leadership style grounded in data, commercial judgement, and genuine customer empathy.,

• Challenging the status quo, thinking long-term, and operating effectively in fast-moving, matrixed environments.

Customer Success for what it truly is a strategic driver of growth, retention, and long-term customer value,

• Collaborate with global CS leadership to align on programs, frameworks, and best practices, balancing global consistency with local nuance,
• Act as the regional voice of the customer, influencing product direction and go-to-market priorities,
• Use data-driven insights to continuously improve team effectiveness and customer outcomes,
• Inspire resilience and adaptability within your team, guiding them to deliver high-quality
• Lead and develop the EMEA Customer Success organisation, mentoring leaders and building a culture of accountability, ownership, and performance,
• Deliver against regional retention and expansion targets, ensuring predictable and sustainable growth,
• Refine and execute a Customer Success strategy aligned to global vision and regional objectives,
• Own risk identification, mitigation strategies, and forecasting for the EMEA CS function,
• Monitor customer health and key success metrics, providing clear reporting and insights to senior leadership,
• Partner closely with Customer Experience teams (Onboarding & Implementation, Support, Customer Operations) to create a seamless end-to-end customer journey.

£125k car bonus

REF 3334