Senior Director, Customer Success EMEA

Job Description

We’re looking for a Senior Director, Customer Success EMEA to join Procore’s Global Customer Success team. In this role, you’ll lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to our customers in the EMEA region.

As a Senior Director, Customer Success EMEA, you’ll partner with cross-functional leaders to establish strategic plans and objectives to deliver against retention targets within budget and on time. You embody our values of Optimism, Ownership, and Openness.

This position reports into Senior Director, Customer Success and will be based in our London or Dublin offices. We’re looking for someone to join us immediately.

What you’ll do:

• Develop strategic plans to deliver gross and net retention forecasts to target within budget as well as deliver on expansion pipeline targets; adjust strategy and plans accordingly to deliver targeted results
• Utilise quantitative and analytical skills to drive action and high-impact results
• Build deep relationships with our EMEA customers, developing a strong network of champions across all key contacts
• Develop a team of Customer Success Professionals throughout the EMEA Region focused on adoption, usage, retention, and expansion
• Work closely with EMEA leadership to deliver excellent customer experience from sales to renewal
• Manage KPIs, milestones, and long-term goals supportive of the overall company strategic objectives for revenue growth, gross, and operating margins
• Ensure that we are accurately forecasting at-risk accounts, and developing execution plans to support customer retention
• Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team

What we’re looking for:

• Bachelor’s degree is preferred and/or equivalent work experience
• 10+ years of pre or post-management experience in a B2B SaaS company, preferably large, geographically dispersed teams
• Previous experience owning and developing strategic customer relationships
• A deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a Saas company is preferred
• An enthusiastic and creative leader with the ability to inspire and motivate others
• Influence through persuasion, negotiation, and consensus-building
• Empathy for customers and passion for revenue and growth
• An analytical and process-oriented mindset with a desire for continuous learning and improvement
• Willingness to travel as needed

Additional Information

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings:

• Health: 

  • Private medical insurance for yourself and immediate family with no excess payments

  • Life and income protection insurance

  • Quarterly wellness stipend

• Wealth:

  • Company pension plan

  • Employee stock purchase plan

• Leisure: 25 days of paid holidays per year (in addition to public and company holidays)

• Enrichment: Employee learning and development programmes, and friends and family events

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, civil status, family status, sexual orientation, religion, age, disability, race, traveller community, or any other classification protected by law.

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