Customer Success Director, EMEA

Reporting to the Sales General Manager EMEA, the Customer Success Director (EMEA) is responsible for establishing a high‑performing, customer‑success‑driven organization that delivers measurable impact across the full post‑sales journey. This role will drive operational excellence, strengthen customer relationships, and enhance lifetime value through structured engagement, data‑driven insights, and cross‑functional collaboration.

This position requires regular travel to Prato (Tuscany, Italy), Martinsried (Munich, Germany), and Regensdorf (Zurich, Switzerland) . Preference will be given to candidates based in or within easy reach of these locations.

Typical day

• Leading a customer‑success culture across support and service functions (Order Entry; Application / Training & Installation; Technical Support; and Service Administration)
• Improving the end‑to‑end post‑sales experience and reducing escalations.
• Driving clear ownership of customer issues, defining and tracking KPIs (CSAT, NPS), and using insights to improve performance.
• Enhancing systems and data quality (ERP, Salesforce) to increase efficiency, renewals, and communication.
• Building strong relationships with key accounts while partnering with Sales and Marketing to drive adoption, retention, and long‑term value.
• Applying continuous improvement methodologies to optimize processes and scale Customer Success operations across EMEA.
• Ownership and reporting of Color Training revenue streams, including performance tracking and growth optimization.
• Oversight and reporting of Service‑related revenues, including Repairs, Certifications, and Field Service activities.

Essential Requirements

• Bachelor’s degree from a four‑year accredited university and MBA
• 2–5 years of leadership experience in Customer Success or a related function
• Demonstrated experience managing post‑sales operations and customer lifecycle processes
• Strong analytical skills with experience defining and tracking KPIs (e.g., CSAT, NPS, renewals)
• Experience working with enterprise systems such as ERP and Salesforce