Senior Director, Customer Success

Our mission at HubSpot is to help millions of organizations grow better. As the Senior Director of Customer Success for EMEA, you’ll lead a large, upmarket organization that turns customer outcomes into measurable revenue impact—shaping how we retain, grow, and serve customers across the region.

As the Senior Director of Customer Success, EMEA, you will own the regional strategy and execution for our Upmarket Customer Success organization across Small Business, Mid-Market, and Corporate segments. You’ll lead a multi-layered leadership team, drive Gross Revenue Retention performance, and ensure our customers realize clear, defensible ROI from HubSpot.

This is a high-impact leadership role with global visibility. You will represent EMEA Customer Success in cross-functional forums, translate company-level strategy into regional execution, and help evolve our operating model—leveraging AI and scalable motions to enhance human-led customer engagement.

You will report into Global Customer Success leadership and partner closely with Sales, Marketing, Operations, and People teams to deliver durable, profitable growth.

• Own EMEA Gross Revenue Retention (GRR) performance, forecasting accurately and driving accountability across segments to meet and exceed targets.
• Lead and develop a third-line leadership team, building high-performing Directors and Managers who scale impact across ~145 team members.
• Translate global strategy into regional execution, defining the EMEA CS operating model, cadence, and priorities.
• Partner cross-functionally with Sales, Marketing, and Operations to remove friction, accelerate customer value, and drive revenue growth.
• Represent the EMEA CS business in executive and cross-functional forums, advocating for regional needs while aligning to company-first strategy.
• Elevate customer value realization, moving beyond adoption metrics to measurable ROI and executive-level business impact.
• Improve and evolve playbooks, incorporating AI and automation to supplement human-led motions and increase scale, consistency, and efficiency.
• Drive operational rigor, establishing clear performance metrics, inspection cadences, and accountability frameworks across segments.
• Act as a change accelerator, leading through ambiguity and guiding teams at speed in a high-growth, evolving environment.

• Significant leadership experience in B2B SaaS, leading large, multi-layered customer-facing organizations of comparable size and complexity.
• Proven track record of driving revenue retention and commercial outcomes in an upmarket or enterprise environment.
• Experience leading leaders (3rd-line or equivalent), with a strong ability to build, coach, and develop high-performing teams.
• Demonstrated success partnering cross-functionally with Sales, Marketing, Operations, and People teams to solve systemic challenges.
• Strong commercial acumen, with the ability to connect customer value to revenue performance and long-term growth.
• Operational discipline, including forecasting, performance management, and metric-driven execution.
• Experience navigating change at scale, with a bias for action and the ability to make decisions with imperfect data.
• Executive presence and communication skills, with confidence presenting to senior stakeholders and influencing across functions.

• Experience leading Customer Success across multiple countries within EMEA.
• Exposure to AI-enabled Customer Success strategies or scaled servicing models.
• Experience operating within a public, high-growth SaaS environment.
• Background in evolving or redesigning Customer Success operating models.

• Location: EMEA (Ireland or UK preferred)
• Work location preference eligibility: Remote or Hybrid
• Travel/Shift: Travel within EMEA and occasionally globally as required

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