Customer Success Director

About EDITED

EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. 

By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation. 

At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. 

We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best. 

The Opportunity

A dynamic and results-driven Director of Customer Success who will lead our EMEA customer success strategy and team, responsible for > $10M in ARR, reporting directly into the Global Head of Customer Success. This role will be pivotal in driving customer retention, satisfaction and expansion initiatives across our SaaS customer base. The EMEA Director of Customer Success will be responsible for building a world-class customer success organization that delivers exceptional value to our customers throughout their entire EDITED platform journey.

The candidate will possess a demonstrated history of success in leading and scaling customer success organizations within the B2B SaaS space, and most importantly, experience in growing complex SaaS businesses. This includes a demonstrated ability to enable the creation and implementation of a repeatable, scalable customer journey that drives predictability in retention, expansion and customer advocacy. Additionally, experience in building and leading high-performing customer success teams, fostering a data-driven culture, and effectively managing resources to optimize efficiency and scalability are crucial. The ability to navigate complex organizational structures, influence cross-functional stakeholders, and secure executive buy-in is also essential for success in this high-growth environment.

Responsibilities:

• Retention and expansion of the EMEA book: full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across the portfolio.

• Direct management of a team of Account Managers and Retail Strategists. Managing the personal development of the team in service of delivering world-class customer service that directly supports retention and expansion goals.

• Work closely with Director of Customer Success, NA (peer role) to ensure a smooth, consistent and world class customer experience regardless of contract size or product suite purchased

• Own the key leading indicators of churn risk: data quality/adoption within the platform, KPI attainment, executive sponsor engagement, and health scoring — and intervene early on at-risk accounts.

• Guide a deal cycle to a successful outcome

• Understand key pain points in the retail industry and work with Retail Strategists to optimise customer working practices through implementation of our solutions.

What You’ll Bring:

• A track record of leading and scaling customer success organizations in B2B SaaS, including building repeatable retention/expansion motions in a complex, multi-stakeholder sales environment.

• Direct experience managing both technical/delivery talent and commercially-oriented account management talent under one team.

• Comfort operating in a data-driven, metrics-first culture — you can build and defend a GRR/NRR forecast, not just describe customer sentiment.

• Ability to navigate complex organizational structures, influence cross-functional stakeholders (Product, Sales, Finance), and secure executive buy-in.

• Strong relationship-building skills, internally and with senior client stakeholders.

• Ability to move fluidly between tactical, day-to-day account issues and longer-term strategic planning.

• At least 3 years of management experience actively coaching a dynamic team(s) to achieve both organisational and individual goals.

• A minimum of 5 years experience working within a B2B SaaS organisation.

• Retail industry background or deep familiarity with retail/merchandising working practices and pain points required.

Behaviours That Are Important:

• Product evangelist who leads by example

• Solutions-focused, bias to action

• Strong time management and prioritization across a varied portfolio

• Nurturing, hands-on coach to the team

• Collaborative, low-ego mindset

What We Offer You

We value our team and to attract exceptional people, we offer an excellent package! This year, we were recognised as one of the top companies to work for in the UK.

• At EDITED we are set up to work remotely and can also offer hybrid working via our London and Sofia offices

• Enhanced parental leave policy

• 25 days annual leave + public holidays (and an extra day for every year at EDITED)

• Healthcare via SimplyHealth Cash Plan

• You can utilise our flexible working policy to ensure you can work around your schedule

• Season Ticket Loan & Cycle to Work schemes

• Access to an Employee Assistance Programme

• Employee Referral Programme

• Gifts for work anniversaries and big life events

• Find out more here: https://edited.com/careers/

We do not use AI to source, screen, evaluate, or make decisions about candidates - every hiring decision is made by our team. We use Ashby, our applicant tracking system, which includes AI-assisted interview notetaking and automation for scheduling interviews and sending routine emails. These tools support our hiring process but do not make hiring decisions. We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.