Director of Customer Success [EMEA]

Luma AI; United States; Remote; USD 180,000 - 210,000; Full time

Job summary

Luma AI is seeking a hands-on leader to head the EMEA Customer Success organization from London, with plans to grow the team to 10 across Munich and future Riyadh expansions. You will own hiring, onboarding, coaching, performance management, and career development for a senior CS team, while staying deeply engaged with the region’s strategic accounts.

The role emphasizes building repeatable processes for account planning, escalation, and reporting, enabling scalable growth without simply

Qualifications

• 10+ years in customer success or related leadership roles.
• Experience leading regional teams across multiple countries in EMEA.
• Proven track record with enterprise accounts and ARR growth.
• Strong cross-functional collaboration with Sales, Product and Operations.

Responsibilities

• Lead the EMEA Customer Success team, owning hiring, onboarding, coaching, performance management and career development.
• Stay engaged with the region's strategic accounts and senior relationships.
• Decide where the team's time goes and build repeatable, templated motions versus bespoke approaches.
• Build account planning, escalation, and reporting processes to scale with headcount growth.
• Own outcomes for accounts including retention and renewal metrics, reporting to leadership.
• Grow usage across more teams, markets and use cases.
• Partner with Sales, Product, and other functions on strategy and execution.
• Identify and develop talent to scale the team.

Skills

Leadership

Enterprise CS

Hiring

Coaching

Account planning

Tools

Salesforce

Job description

This is a hands-on leadership role at the center of our EMEA Customer Success organization. You'll lead a small, senior team of 5 with the intention to double to 10 in the next 12 months. Based from London, your team sit locally along with a growing team in Munich and possibly Riyadh in future working with enterprise customers across EMEA.

Where You Come In

You’ll carry formal accountability for your team's performance, development, hiring, and day-to-day effectiveness — and you'll stay personally engaged in the region's most strategic accounts, at the level where a senior voice changes the outcome. Your core mandate is to turn a set of excellent individual practices into one operating system: the account planning, escalation, and reporting structures that let the team scale without a proportional rise in headcount. This fits someone who wants to lead from close range rather than inherit a large, already-built org. If you're looking for a defined playbook or a steady renewal book to protect, this isn't that — you'll be building the playbook as you go.

What You'll Own

• Lead the EMEA Customer Success team — owning hiring, onboarding, coaching, performance management, and career development for a small group of senior CSMs.
• Stay personally engaged in the region's most strategic accounts, holding senior relationships directly and stepping in when a situation needs a decision at your level.
• Decide where the team's time goes: which accounts warrant depth, what account enablement work is worth the investment, and what should become a repeatable, templated motion versus a bespoke one-off.
• Build the account planning, escalation, and reporting processes that let the team absorb more enterprise customers without adding headcount at the same rate.
• Own performance outcomes for the accounts the team covers — net revenue retention, retention rates, health score distribution, and escalation resolution — and report cleanly to leadership.
• Grow usage inside existing accounts — across more teams, more markets, and more use cases.
• Partner cross-functionally with Sales on renewals and new‑account expansion, with Forward Deployed Creatives on workflow adoption, and with Product on what customers in the region need built next.
• Identify and develop talent — building a bench of strong individual contributors and emerging player‑coaches who can grow with the organization.
• Lead hiring for the team as it scales, setting an explicit bar for what "senior" looks like in EMEA Customer Success.
• Set and maintain a high standard of execution across the team: account health, CRM hygiene, renewal management, expansion identification, and customer engagement quality.
• Serve as a senior point of escalation for complex customer situations that have exceeded what the team can resolve independently.
• Contribute to CS strategy alongside regional and functional leadership — bringing a ground‑level view of team capability, customer patterns, and operational gaps into planning conversations.

Who You Are

10+ years