Director, Customer Success | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

What your impact will be…

 As Director of EDB’s Customer Success-EMEA region, you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their outcomes and attaining sustainable value from our solutions. You will have the unique opportunity to develop, operate and manage an organization’s region that is ripe for growth.

As a member of the Customer Success leadership team, the Director of Customer Success collaborates closely with regional sales and cross-functional leaders, and is responsible for turning ideas and learnings into best practices, while providing on-going feedback to improve the end-to-end customer experience. You have a thoughtful and strategic approach to creating customer lifecycle solutions, and will be accountable to define, build and deliver strategies and plans that enhance recurring revenue growth and integrate with EDB’s GTM strategies and plans.

You will build a scalable, data-driven success engine to grow Net Retention Rate (NRR) and protect Gross Retention Rate (GRR). You will balance high-touch advocacy for our largest accounts with sophisticated digital-led motions to ensure no customer is left behind. You will also develop the team and ensure they have the right tools, training, and collaboration from other EDB teams to drive successful outcomes for our customers.

Key Strategic Pillars

• Modernize the CS lifecycle. You will move the team away toward predictive health monitoring, executive business reviews (EBRs), and success planning that anticipates customer needs before they become risks. You will develop approaches for meeting customers where they are and guiding for success and expansion. These initiatives are tied to EDB’s Customer Journey.
• Scalability through Digital Motions: EDB is growing fast. You will lead the transition to a "scaled success" model in partnership with the new digital owner for customer success. You will implement pooled models and digital-touch workflows to provide high-value touchpoints to our broader customer base.
• Growth & Retention: Partner closely with Sales and Renewals to identify expansion opportunities and retain customers for EDB. Additionally, you will identify potential risk earlier for intervention and triage.
• Advancing through technology: Champion the adoption of CS platforms to provide the team with a single pane of glass regarding customer health, usage patterns, and risk signals.

 Key Responsibilities

• Regional Leadership: Manage and mentor a diverse team of CSMs and TAMs. Foster a culture of accountability, curiosity, and commercial grit.
• Operational Excellence: Develop and track North Star metrics, including NRR/GRR, Churn Rate, Time-to-Value (TTV), and Customer Health Scores.
• Cross-Functional Advocacy: Serve as the Voice of the Customer to Product and Engineering to help shape the roadmap and ensure that regional market requirements are prioritized.
• Strategic Account Oversight: Act as the executive sponsor for key accounts, stepping in to navigate complex escalations and solidify long-term partnerships.

Candidate Characteristics

• The Architect Mindset: You have experience building or refining CS playbooks. You know how to use Tech-Touch strategies to cover the long-tail of accounts effectively.
• Data-Driven: You don't guess; you use data to tell a story. You are comfortable using signals, available telemetry, and customer data to predict churn and identify expansion white space.
• Change Agent: You are comfortable leading teams through transitions, with a focus on moving beyond traditional relationship management to a proactive, value-based delivery model.

Why Join EDB Success Leadership?

• Strategic Importance: Customer Success is a critical driver of our enterprise valuation and market share.
• Global Collaboration: While you own your region, you will work with a global cohort of directors to standardize excellence across APJ, EMEA, and the Americas.
• Market Tailwind: With the industry shifting toward open-source and AI-ready data layers, you have an amazing opportunity to seize this moment. 

What you will bring: 

• 10+ years overall successful Customer Success Management and Professional Services leadership in a high-growth B2B software/SaaS environment
• Proven track record working collaboratively with Sales, Marketing, Product, Operations organizations
• Demonstrated success connecting post-sale and sales experiences
• Direct experience in implementing global processes and standards
• Empathy for customers AND passion for revenue and growth
• Strong people management, coaching and development experience
• Excellence in stakeholder relationship management including influencing, conflict resolution, problem solving, negotiating

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity. 

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

#LI-Remote

Expert Career Tips for Director, Customer Success Roles

To succeed in a competitive market as a Director, Customer Success, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Director, Customer Success requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Director, Customer Success position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.