Director of Customer Success

Role location is open to both London and Dubai. Shape the future of Customer Success at Euromonitor International At Euromonitor International, we help organisations make confident decisions through trusted data, market research and consumer insights. As we continue to evolve our commercial organisation, we're looking for a highly strategic and commercially-minded Director of Customer Success to build and lead a world-class global Customer Success function. This is a unique opportunity to define the vision, operating model and future direction of Customer Success across a global business. Working closely with Account Management, Sales, Product and Marketing, you will ensure customers achieve measurable value from their partnership with Euromonitor while creating the conditions for long-term retention, adoption and growth. The Opportunity As Director of Customer Success, you will design and scale a global function focused on customer onboarding, adoption, engagement, value realisation and health. You will establish the frameworks, processes and capabilities needed to deliver a consistent, data-driven customer experience across markets and customer segments. You will also play a key role in accelerating growth by ensuring customer insights, adoption trends and unmet needs are translated into expansion opportunities for our Account Management teams. This role combines strategic leadership, operational transformation and commercial impact, making it an ideal opportunity for a senior Customer Success leader looking to shape a function at scale. What You'll Be Doing Build and Scale a Global Customer Success Function - Define and implement the global Customer Success strategy, operating model and ways of working. - Establish customer segmentation, coverage models and engagement approaches across different customer types. - Develop scalable methodologies, governance frameworks and best practices that can be adopted globally. - Create clarity across Customer Success, Account Management, New Business and Product teams. Drive Customer Adoption and Value Realisation - Own the post-sale customer journey, from onboarding through to value achievement. - Create consistent onboarding programmes that accelerate customer activation and time-to-value. - Develop customer success planning processes that connect customer objectives with measurable outcomes. - Establish scalable education, engagement and adoption programmes. Strengthen Customer Health and Retention - Implement a global customer health framework using adoption, engagement and usage data. - Develop proactive risk identification and intervention models. - Use customer insights to uncover systemic drivers of churn and customer friction. - Provide actionable customer intelligence to support successful renewal strategies. Partner for Growth - Embed commercial thinking throughout the Customer Success organisation. - Create repeatable processes for identifying expansion, cross-sell and upsell opportunities. - Partner closely with Account Management to contribute customer insight and growth opportunities. - Measure and increase Customer Success contribution to account expansion and customer growth. Lead, Coach and Develop a Global Team - Build and inspire a high-performing international Customer Success organisation. - Develop future capability across consultative customer engagement, commercial acumen, value-based conversations and data literacy. - Establish clear career pathways, performance expectations and leadership standards. - Foster a culture of accountability, collaboration, innovation and customer focus. What We're Looking For We're interested in speaking with experienced Customer Success leaders who have successfully built, transformed or scaled global customer-facing functions in subscription or recurring revenue businesses. - Significant leadership experience within Customer Success, Customer Experience or post-sales organisations. - Experience operating in SaaS, subscription, data, information services, technology or recurring revenue environments. - A proven track record of improving onboarding, adoption, engagement, retention and customer outcomes. - Experience designing customer segmentation strategies, customer journeys and scalable operating models. - Strong commercial awareness and an understanding of the relationship between customer success, retention and growth. - Experience using customer health, behavioural and usage data to drive decision-making. - Success leading geographically distributed teams and creating consistency across global markets. - Excellent stakeholder management skills, with the ability to influence senior leaders across Commercial, Product and Sales. - Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled customer engagement tools. Why Join Us? This is a rare opportunity to build and lead a strategically important global capability within a highly respected international business. You'll have the p

Significant leadership experience within Customer Success, Customer Experience or post-sales organisations. Experience operating in SaaS, subscription, data, information services, technology or recurring revenue environments. A proven track record of improving onboarding, adoption, engagement, retention and customer outcomes. Experience designing customer segmentation strategies, customer journeys and scalable operating models. Strong commercial awareness and an understanding of the relationship between customer success, retention and growth. Experience using customer health, behavioural and usage data to drive decision-making. Success leading geographically distributed teams and creating consistency across global markets. Excellent stakeholder management skills, with the ability to influence senior leaders across Commercial, Product and Sales. Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled customer engagement tools.

Define and implement the global Customer Success strategy, operating model and ways of working. Establish customer segmentation, coverage models and engagement approaches across different customer types. Develop scalable methodologies, governance frameworks and best practices that can be adopted globally. Create clarity across Customer Success, Account Management, New Business and Product teams. Own the post-sale customer journey, from onboarding through to value achievement. Create consistent onboarding programmes that accelerate customer activation and time-to-value. Develop customer success planning processes that connect customer objectives with measurable outcomes. Establish scalable education, engagement and adoption programmes. Implement a global customer health framework using adoption, engagement and usage data. Develop proactive risk identification and intervention models. Use customer insights to uncover systemic drivers of churn and customer friction. Provide actionable customer intelligence to support successful renewal strategies. Embed commercial thinking throughout the Customer Success organisation. Create repeatable processes for identifying expansion, cross-sell and upsell opportunities. Partner closely with Account Management to contribute customer insight and growth opportunities. Measure and increase Customer Success contribution to account expansion and customer growth. Build and inspire a high-performing international Customer Success organisation. Develop future capability across consultative customer engagement, commercial acumen, value-based conversations and data literacy. Establish clear career pathways, performance expectations and leadership standards. Foster a culture of accountability, collaboration, innovation and customer focus.