Regional Director CSM

The Role

The Regional Director CSM is responsible for driving operational excellence within the CSM function. This person leads and supports the CSM Team Managers, ensuring that daily execution runs smoothly, processes are followed, and customer cases are resolved efficiently. They act as a multiplier for the Director Customer Success, empowering the team to deliver consistent results while ensuring alignment with strategic decisions and direction.

A key purpose of the role is to continuously strengthen customer experience and business impact, driving improvements in NPS, Net Revenue Retention (NRR), and overall customer satisfaction.

Decision-Making & Collaboration

• Act with mandate on day-to-day matters and operational decisions already aligned with strategy.

• Collaborate closely with the Director Customer Success, influencing decision-making through input and analysis.

• Escalate and align on strategic or structural decisions that go beyond daily execution.

Success in this Role Looks Like

• Team Managers feel supported, coached, and empowered to lead their teams effectively.

• Daily CS operations run smoothly.

• Clear reporting and insights are consistently delivered, enabling better decision-making.

• Processes are followed and continuously improved.

• Key success indicators show measurable improvement, including higher NPS, stronger Net Revenue Retention (NRR), and increased customer satisfaction and engagement.

• The Director Customer Success can focus on strategic direction, knowing day-to-day execution is in safe hands.

You will be offered

• Leading CSM Team Managers globally.

• Development opportunities.

• The opportunity to work with the market's best product.

• Fixed salary with commission benefits.

• Be part of a great multicultural team.

We value your personality and we believe you're passionate about your work, ambitious, and work hard to reach your own goals!

Experience & Requirements

• Proven experience leading and developing Customer Success teams, including 1:1s, performance reviews, feedback, and coaching.

• Experience running effective 1:1s, performance reviews, feedback sessions, and fostering team development.

• Skilled in managing day-to-day operations, including workload balancing, process compliance, and customer case handling, and consistent ways of working.

• Strong understanding of CS metrics and performance management, including NRR, retention, adoption, and NPS. With the ability to analyse data, identify trends and bottlenecks, and drive improvements.

• Experience with CS tools and systems (e.g., CRM, health scoring, reporting dashboards) and ensuring process consistency.

• Strong communicator and collaborator, able to influence and align Sales, CS, Support, and other teams around shared customer outcomes.

• Hans-on, structured, and dependable, with a strong sense of ownership and initiative, bringing clarity, stability, and energy to both the team and leadership.