Head of Global Customer Success

We’re looking for a Customer Success 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. 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, and hybrid-working, 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 💙