Customer Success Director

Hybrid
- Leiden, Zuid-Holland, Netherlands
Customer Success

Job description

We’re looking for a Customer Success Management Director to join ChannelEngine!🚀 You’ll shape and execute our global CSM strategy, aligning team objectives with business goals. As the voice of the customer, you’ll ensure their needs are understood across the organization and foster a customer-first culture. You’ll lead a high-performing team, engage in strategic customer conversations, and explore opportunities to create shared value and long-lasting impact.

What will you do as Customer Success Director?

In this role, you will lead and empower regional CSM Managers, Team Leads, and individual contributors across diverse global markets, fostering an inclusive, high-performance culture rooted in collaboration, accountability, and continuous learning.

Through your leadership, you will guide and support tailored approaches for Key Accounts, Mid-Market, and Accelerate segments, while also nurturing the evolution of our digital CSM strategy: developing automated, scalable engagement models based on customer behavior.📈A key focus will be implementing best practices, tools, and processes that support consistent, data-driven customer engagement across the lifecycle, from onboarding and adoption to long-term value realization. You will embed a customer-first mindset company-wide, collaborating closely with Sales, Product, Marketing, Delivery, and Support to elevate customer experience and retention.

With a strong grasp of performance metrics, you'll monitor customer health, lead strategic reviews, and guide expansion opportunities through cross-sell and upsell strategies. Additionally, you’ll design effective team structures and implement operational routines to ensure excellence, scalability, and continuous improvement across the function.

Job requirements

What makes you the ideal Customer Success Director?

10+ years’ experience in customer success, account management, or similar client-facing roles within a software/SaaS environment,
5+ years’ experience leading and scaling global, distributed teams,
Proven ability to create and execute customer lifecycle and success strategies in high-growth, subscription-based businesses,
Strong leadership, coaching, and mentoring skills, with a demonstrated ability to grow and retain high-performing teams,
Excellent communication and stakeholder management skills, including C-level engagement,
Data-driven mindset, with comfort in working with metrics, KPIs, and customer insights,
Currently resident in the Netherlands.

Nice to have (but not essential)

Experience in e-commerce or marketplaces.

Why you’ll love working here

You’ll be working in an open and collaborative company with +/-200 colleagues of over 40 different nationalities 🌎
Plenty of autonomy: we empower people to make independent decisions and take ownership of their work and projects
We want to make sure everyone is supported mentally and emotionally which is why we provide free access to mental healthcare support
You’ll be granted equity benefits so that we can grow together 🌱
We’ll contribute 6% to your pension fund
Work-life balance: we enable people to work in ways that suit their working style, which is why we offer flexible hours, hybrid-working, and the freedom to take workcations 🏝️
We offer a professional, yet informal work environment, where it’s easy for you to try new things, share your ideas, and make an impact

You’ve applied. What’s next?

We want all of our candidates to enjoy a smooth and efficient experience with us which is why we aim to get back to you regarding your application within 2 business days. The first step is a screening call with a member of the recruitment team. This is followed by a video meeting with our COO. The next step is a visit to our office to meet with various team members. Closing our interview process is a case study and presentation. Our interview process tends to take +/-4 weeks to complete 💙

My information

Fill out the information below

Full name

Email address

Phone number

CV or resume

Upload your CV or resume file

Upload a file or drag and drop hereAccepted files: PDF, DOC, DOCX, JPEG and PNG up to 50MB.

Cover letter

Upload your cover letter

Upload a file or drag and drop hereAccepted files: PDF, DOC, DOCX, JPEG and PNG up to 50MB.

Questions

Please fill in additional questions

Do you currently reside in the Netherlands?

Yes

Legal Agreements

Job Applicant Privacy Policy
As part of any recruitment process, ChannelEngine collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations.
Personal data that we can process
We collect a range of information about you. 
This includes:
Identification and contact details (eg first and last name, date and place of birth, address, telephone number, e-mail address, titles and gender);
Data related to professional experience (e.g. career, job performance, employment history and previous employers), including data references in the CV;
Information related to education (e.g. diplomas, certificates, (foreign) internships and special training);
Memberships;
Language skills;
Any other personal data communicated or provided by the applicant during the application.
We may collect this information in a variety of ways. For example, data might be contained in the online application process, CVs or resumes, or collected through interviews or other forms of assessment.
We may also collect personal data about you from third parties, such as references supplied by former employers. We will seek information from third parties only once a job offer has been made to you.
Data may be stored in a range of different places, including in your application record, in HR systems and on other IT systems (including email).
For what purpose and on what basis do we process personal data?
We need to process data to take steps at your request prior to entering into a contract with you. We may also need to process your data to enter into a contract with you.
In some cases, we need to process data to ensure that we are complying with our legal obligations. For example, where required by local law we are required to check that you are eligible to work in the country where we are hiring before employment starts.
We have a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows us to manage the recruitment process, assess and confirm a candidate's suitability for employment and decide to whom to offer a job. 
Who has access to data?
Your information may be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff, if access to the data is necessary for the performance of their roles.
We will not share your data with third parties, unless your application for employment is successful and we offer you employment. We will then share your data with your former employers to obtain references for you. 
How we protect personal data
We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.
Retention period
If your application for employment is unsuccessful, ChannelEngine will hold your data on file for 4 weeks from the date of your original application.
For consideration for future employment opportunities, we will ask for your explicit consent to keep your data for this purpose. At the end of the 12 month period, your data will be erased from our records. You are free to withdraw your consent at any time. Please email recruitment@channelengine.com to let us know if you wish to withdraw your consent.
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to an electronic HR file set up in your name and retained during your employment. 
Your rights
You have the right to access, correct or delete your personal data. In addition, you have the right to withdraw your consent to the data processing or to object to the processing of your personal data by ChannelEngine, and you have the right to data transferability. This means that you can submit a request to us to send the personal data that we have about you in a computer file to you or to another organisation you have mentioned. You can send a request for access, correction, deletion or data transfer of your personal data or for the withdrawal of your consent or objection to the processing of your personal data to recruitment@channelengine.com.﻿
In order to be sure that the request for inspection has been made by you, we ask you to send us a copy of your identity document with the request. In this copy, make your passport photo, MRZ (machine readable zone, the strip with numbers at the bottom of the passport), passport number and Social Security number (BSN) in black. This is to protect your privacy. We will respond to your request as soon as possible but within four weeks.
ChannelEngine would also like to point out to you that you have the opportunity to lodge a complaint with the national supervisory authority, the Personal Data Authority. You can do this via the following link: https://autoriteitpersoonsgegevens.nl/nl/contact-met-de-autoriteit-persoonsgegevens/tip-ons﻿
Automated decision-making
Recruitment processes at ChannelEngine are not based solely on automated decision-making.
Amendments
We reserve the right to make changes to this privacy policy. These changes will be announced in a clear and timely manner on this website.
Version 2.0
07-09-2023

Customer Success Director

Job description

Job requirements

All done!