Remote Director, Customer Success

Summary

Join Boomi as we seek an experienced Director of Customer Success for the EMEA region to drive customer engagement, adoption, retention, and satisfaction. This individual will play a critical role in ensuring customers maximize the value of Boomi’s solutions, aligning with customer business objectives and regional requirements.

Requirements

• 8+ years of experience in customer success, account management, or customer operations, preferably in the software, platform, or SaaS industry
• 3+ years of leadership experience within customer-facing organizations, with a focus on managing regional teams
• Demonstrated technical competency in IT including: undergraduate technical degree, prior pre-sales roles, prior implementation roles, etc
• Proven track record in managing and growing customer accounts, especially within the EMEA region
• Strong understanding of SaaS business models, subscription and renewal processes, and customer lifecycle management
• Experience working with technical teams and a deep understanding of how technology platforms integrate into customer environments
• Excellent cross-functional collaboration skills, with the ability to influence and partner with teams across Sales, Product, Engineering, and Marketing
• Strong data analysis skills, with the ability to leverage insights to drive customer engagement and success strategies
• Experience presenting to and building relationships with executive stakeholders across customer organizations
• Strong emotional intelligence, leadership skills, and a passion for mentoring teams
• Bachelor’s degree in Business, Management, Engineering, or a related field. Technical certifications or MBA preferred

Responsibilities

• Lead the Customer Success function in the EMEA region, overseeing customer onboarding, adoption, renewal, and expansion activities
• Own and achieve regional targets for net retention, adoption, and expansion, ensuring accountability across the team
• Monitor customer health scores and adoption metrics, identifying opportunities to proactively engage and support customers
• Hire, mentor, and manage a high-performing team of Customer Success Managers in the region
• Develop and execute regional strategies and programs aligned with global customer success initiatives
• Collaborate cross-functionally with Sales, Engineering, Product, Marketing, and other teams to drive customer success initiatives, enhance customer journeys, and close gaps in customer experience
• Act as a technical advisor, understanding customer technical environments and integrating Boomi’s solutions effectively into their ecosystems
• Leverage data analytics to provide insights into customer behavior, trends, and health scores, enabling proactive and strategic interventions
• Represent customer success priorities within the EMEA region to influence the global product roadmap and ensure regional alignment
• Provide regular updates to the VP of Customer Success and executive leadership on progress, challenges, and strategic opportunities in the EMEA market

Preferred Qualifications

• Understanding of Integration Concepts: Familiarity with integration frameworks, concepts, and best practices
• Data Management Skills: Understanding of data formats (like XML, JSON, CSV) and database concepts is essential for managing data-related questions or challenges a customer might have
• Familiarity with Cloud Services: Since Boomi operates in cloud environments, knowledge about cloud computing concepts, service models (IaaS, PaaS, SaaS), and various cloud platforms can enhance customer discussions
• Basic Programming Knowledge: While deep programming skills aren’t necessary, having a basic understanding of scripting or programming (e.g., Groovy, JavaScript) help in interpreting workflows or explaining functionalities
• Familiarity with Security and Compliance Standards: An understanding of data security principles and compliance regulations, such as GDPR, is important to reassure customers about the safety and integrity of their data