Global Customer Success Director- Romania

The Global Customer Success Director will define and lead Dengage’s global customer success strategy, overseeing regional teams to maximize customer retention, product adoption, and satisfaction across all markets. This strategic leader will ensure world-class customer experiences, drive measurable business outcomes (renewals, expansion, advocacy), and foster a high-performance, customer-centric culture. The role requires close collaboration with product, sales, technical, and executive teams to align customer success with company goals and deliver continuous value to Dengage’s SaaS clients.

Strategic Leadership

• Develop and execute the global customer success vision, strategy, and operational plans to drive customer engagement, satisfaction, and retention.
  

• Set and monitor KPIs for customer health, adoption, retention, and expansion, ensuring alignment with business objectives.
  

• Build and lead a high-performing, geographically distributed customer success team, including regional heads and Customer Success Managers.
  

Customer Lifecycle Management

• Oversee all stages of the customer journey, from onboarding and training to renewal and advocacy.
  

• Optimize onboarding and lifecycle processes to ensure seamless customer experiences and rapid time-to-value.
  

• Monitor customer usage data and engagement metrics to identify trends, risks, and opportunities for proactive support.
  

Customer Advocacy & Relationship Management

• Serve as the executive sponsor for key global accounts, maintaining close relationships with strategic customers and acting as a trusted advisor.
  

• Advocate for customer needs within the organization, ensuring their feedback informs product development and service improvements.
  

• Address escalated client issues with urgency, orchestrating resources across the company as appropriate.
  

Team Development & Operational Excellence

• Recruit, mentor, and develop regional Customer Success leaders and teams, fostering a culture of continuous improvement and customer-centricity.
  

• Define and optimize internal processes, tools, and best practices for customer success at scale.
  

• Collaborate cross-functionally with sales, product, technical, and marketing teams to drive holistic customer outcomes and align on growth opportunities.
  

Growth & Expansion

• Identify and drive upsell and cross-sell opportunities, working with sales and account management to expand customer relationships.
  

• Develop and implement strategies to reduce churn and increase Net Promoter Score (NPS), customer health, and lifetime value.
  

Reporting & Insights

• Track and report on customer success metrics, providing actionable insights to executive leadership and other stakeholders.
  

• Leverage customer feedback and data to inform strategic decisions and continuous improvement initiatives.
  

  <