Smartsheet
Director, Customer Success - EMEA
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Director, Customer Success – EMEA (London, Hybrid)
About Smartsheet
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, we are uniting human teams with AI agents, orchestrating automation, and uncovering insights at scale—freeing people to focus on judgment, creativity, and big thinking. This is magic at work, and it’s what drives us every day.
About the Role
Smartsheet is seeking a director-level leader to build and operate our EMEA Customer Success team. The ideal candidate will be passionate about driving exceptional customer experiences, nurturing team growth, shaping strategic direction, and delivering measurable success through cross-departmental collaboration. This critical role will focus on AI-powered customer transformation, foster a culture of high performance, and scale the EMEA business.
Based in Smartsheet’s London office (Hybrid Eligible), this position will report to the Senior Vice President of Customer Success and require executive exposure and influence, both internally and with external stakeholders.
Your Key Responsibilities
Customer Success Leadership
- Lead an EMEA Customer Success organisation specialising in guiding customers through AI-powered transformation, helping them unlock measurable business outcomes using Smartsheet’s portfolio—including AI capabilities.
- Translate Smartsheet’s mission, vision and values into actionable goals and objectives for the Customer Success team.
- Coordinate with sales, product, marketing, and other departments to orchestrate a customer-first, AI-driven go-to-market (GTM) strategy for EMEA.
- Drive business growth in the EMEA region through high net retention, strategic success planning, and sustain OSP expansion.
Team Growth & Development
- Hire, manage, and develop leaders and individuals on the Customer Success team, empowering them to own and grow the business.
- Nurture a high-performing culture built on teamwork, customer excellence, and ownership.
- Champion inclusivity and recognise diverse strengths to foster engagement and development opportunities.
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AI & Customer Advocacy
- Develop the team’s AI expertise, equipping them to coach customers on AI adoption roadmaps aligned with strategic business objectives.
- Drive accountability for AI adoption metrics, feature expansion, and customer outcomes enabled by AI—not just traditional retention KPIs.
Cross-Functional Execution
- Work closely with Product, Marketing, and Sales to refine EMEA’s AI-first strategy and positioning.
- Ensure a consistent, seamless customer journey for Commercial and Enterprise book of business, driving satisfaction, referrals, and account growth.
- Lead annual and quarterly planning to achieve retention, engagement, and revenue targets.
You Have the Following Experience
Strategic & Leadership Skills
- 8+ years of management in Customer Success, Professional Services, or a related domain within global B2B tech, SaaS, or enterprise software.
- Proven ability to grow teams in new markets, manage budgets, and effectively scale operations.
- Experience leading low-touch and high-touch engagements—including crisis resolution, customern Pauli servicing and escalation management.
- Hands-on, analytical approach to translating quantitative/qualitative data into actionable plans.
Technical & Commercial Expertise
- Deep understanding of Smartsheet’s product, its value proposition, and how best to meet customer needs.
- Experience in Salesforce and Gainsight.
Customer & Stakeholder Relations
- Extensive experience building and maintaining relationships across enterprise organisations—from line managers to C-suite.
- Ability to negotiate, communicate (verbal/written/presentations) and collaborate cross-functionally and cross-culturally.
Operational & Cultural Competencies
- Experience working with remote teams and willingness to travel sporadically for business needs.
- Ability to design, implement, and optimise processes.
- Ability to work legally in the UK.
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Education
- Bachelor’s degree (BA/BS) required.
Why Join Us
Perks & Benefits
- Employer-paid Private Medical and Dental coverage, with optional family extensions.
- Monthly pension contributions.
- £300 work/study stipend to enhance productivity.
- 25 paid holiday days + Bank Holidays + Flexible Time Away Program.
- 20 weeks fully paid Maternity Leave, 12 weeks fully paid Paternity/Adoption Leave.
- Paid Volunteer Day to support community engagement.
- Access to professional development, including Udemy courses.
- Company-funded wellbeing perks, including mental health counseling, salary sacrifice gym agreements, and a personal Smartsheet account.
- Flexible hybrid work model, supporting employees across locations in the UK (role-specific).
Our Culture
At Smartsheet, your ideas matter, your growth is supported, and your impact resonates. We celebrate diverse perspectives and nontraditional paths, because innovation thrives where people push boundaries. When your work challenges you, excites you, and connects you to something bigger—that’s magic at work.
We’re ready to build the future, together.
Equal Opportunity Commitment
Smartsheet is an Equal Opportunity Employer. We are committed to fostering an inclusive environment and providing equal employment opportunities globally—in countries including the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to address, race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or genetic information.
Accommodation Notice: If you require accommodations to apply, interview, or engage with us in the recruitment process, please notify us. We’re here to support your best efforts.
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