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. ### **Role Summary** 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. ### **What You’ll Do** - **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. #### **Required Qualifications:** - 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. #### **Nice-to-Have Qualifications:** - 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. ### **Where You’ll Work** - **Location:** EMEA (Ireland or UK preferred) - **Work location preference eligibility:** Remote or Hybrid - **Travel/Shift:** Travel within EMEA and occasionally globally as required * * * _We know the_ _[confidence gap](https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/)_ _and_ _[impostor syndrome](https://blog.hubspot.com/marketing/impostor-syndrome-tips)_ _can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you._ _**If you need accommodations or assistance due to a disability, please reach out to us [using this form](https://form.asana.com/?k=Xr9-j19kRaY5T5NjIeyx4Q&d=8587152060687).**_ * * * _At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections._ _If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements_ * * * _**Massachusetts Applicants:** It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._ _**Germany Applicants:** (m/f/d) - link to HubSpot's Career Diversity page [here](https://www.hubspot.com/careers/diversity)._ _**India** **Applicants:** link to HubSpot India's equal opportunity policy [here](https://drive.google.com/file/d/1fTZ0ht2chl1WRI7Tgrbzh9ytZUhL2jG9/view?__hstc=20629287.8bedd818fefb24c6303ec98fcf9dcfff.1724281309795.1724281309795.1724281309795.1&__hssc=20629287.1.1724281309796&__hsfp=1818362978)._ * * * **About HubSpot** HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow. We’re building a company [where people can do their best work](https://www.hubspot.com/careers/hybrid-work). We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too. Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world. Explore more: - _[HubSpot Careers](https://www.hubspot.com/careers)_ - _[Life at HubSpot on Instagram](https://www.instagram.com/lifeathubspot)_ * * * _HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found [here](https://www.hubspot.com/careers/hiring-ai). By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot's [Recruiting Privacy Notice](https://legal.hubspot.com/recruiting-privacy-notice) for details on data processing and your rights._