Enterprise Customer Success Director, Europe – RegTech

We are representing an international SaaS business with a strong European footprint that is looking to appoint a senior leader for its Enterprise Customer Success organisation.

This is a key commercial leadership hire based in Munich, focused on some of the company’s most important and complex customer relationships across Europe. The role combines team leadership, enterprise customer engagement, retention ownership, and cross-functional influence in a business where customer value, trust, and long-term partnership genuinely matter.

The role’s primary focus is to drive retention outcomes for the enterprise portfolio in Europe as well as supporting the drive for expansion back into the sales team plus supporting upsell and cross sell opportunities. 

For the right person, this is a chance to step into a visible leadership role and help shape how enterprise customer success is delivered at scale across Europe.

This is a commercial leadership role with real ownership and visibility across the European business. The successful individual will lead Enterprise Customer Success across the region, ensuring strategic customers receive consistent value while the business delivers strong retention and scalable execution.

The role will include:

• Leading the Enterprise Customer Success function across Europe

• Managing and developing a team of Enterprise Customer Success Managers

• Owning Gross Revenue Retention across the regional enterprise portfolio

• Supporting Net Revenue Retention through disciplined upsell execution and close collaboration with Sales

• Driving a value-led approach to enterprise customer success

• Strengthening consistency around success plans, executive business reviews, and customer engagement

• Acting as the senior escalation point for key enterprise customers in the region

• Supporting renewal forecasting, operational rigour, and commercial governance

• Working with internal teams to improve scalability across the enterprise customer journey

• Representing the needs of European enterprise customers internally and helping shape future customer strategy

This opportunity is likely to suit a proven Customer Success leader with strong experience in enterprise SaaS environments. You will already be leading a Customer Success team, or perhaps operating in a client leadership role with significant exposure to enterprise customers, renewals, and retention.

We are looking for someone who brings:

• Strong experience within Customer Success, Account Management, or client leadership in a B2B SaaS business

• A proven background working with large enterprise customers across complex, multi-stakeholder environments

• Experience leading, coaching, or developing high-performing Customer Success professionals

• A strong understanding of customer retention, renewals, upsell, forecasting, and commercial ownership

• Credibility with senior stakeholders and the ability to operate confidently at executive level

• Experience building structure around customer success plans, executive reviews, and portfolio management

• A strategic mindset combined with a practical, hands-on approach

• Strong analytical skills and the ability to use data to drive decisions and improve performance

• Cross-functional leadership skills and the ability to work effectively with Sales, Services, Operations, and other internal stakeholders

• Fluency in English, with another European language such as German, French, Spanish, or Italian seen as a clear advantage