Director, Customer Success - EMEA

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking.

That is magic at work, and it’s what we show up for every day.

Smartsheet is looking for a leader to help build and operate our EMEA Customer Success team. The right candidate is passionate about creating great customer experiences, growing and developing team members, creating a vision and strategy to support their teams and delivering with a high level of success, leveraging cross-departmental collaboration.

As Director, Customer Success you will oversee the Select and Commercial Customer Success teams in EMEA. This person will work with their sales counterparts to determine the needs of our customers to make them successful and enable the continual rapid growth for the EMEA geography s is a critical role that will have exposure and influence at the executive level internally and externally.

The right person will own and be responsible for net retention and executing success planning to grow and improve our business.

This important position will report to Smartsheet’s Sr. Vice President of Customer Success and is based out of Smartsheet’s London office (Hybrid Eligible).

• Lead an EMEA Customer Success organisation centred on guiding customers through AI-powered transformation, unlocking measurable business outcomes through the Smartsheet portfolio, including it’s AI capabilities.
• Understand, contribute and successfully translate mission, vision and values into actionable goals and objectives for the Customer Success organisation.
• Hire, manage, develop and grow leaders and individuals on the Customer Success team which are empowered to own and grow our business.
• Develop your team's AI expertise and equip them to coach customers on AI adoption roadmaps that align with strategic priorities.
• Responsible for enabling the coaching, mentoring and training needs of the EMEA Customer Success team, ensuring a strong focus on quality customer experience
• Maintain and enhance a strong, collaborative, effective and supportive culture within the team, amongst their peers and senior leadership.
• Partner with Product, Marketing, and Sales to drive EMEA's AI-first go-to-market strategy and positioning.
• Experience working creating a consistent customer journey for a Commercial and/or Enterprise book of business that drives positive customer satisfaction, referrals, and account growth.
• Work cross-functionally and cross-culturally to identify company goals, objectives and benchmarks for customer conversions and advocacy
• Lead the team in annual and quarterly planning to achieve retention and engagement targets and Customer Success initiatives with a focus on customer impact and revenue growth.
• Drive accountability for AI adoption metrics, feature expansion, and customer outcomes enabled by AI, not just traditional retention KPIs.
• Instill a high performance culture with focus on teamwork, customer excellence, and ownership
• Create a culture of inclusivity, recognising the strengths that individuals bring to the team to promote engagement and development opportunities
• Perform other duties as assigned

• 8+ years of management experience in Customer Success, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business.
• Experience using and or a strong desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements.
• Experience successfully working cross organisationally with senior leaders.
• Experience in growing teams in new markets, managing budgets and successfully scaling teams.
• Strong leadership, business development, organisation, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
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