Director, Customer Success EMEA

Remote from: Poland
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 Jun 2026
Apply before: 24 Jul 2026
Experience level: Director
Views / Applies: 67 / 12

Veeam delivers Intelligent Data Management for the Always-On Enterprise.

Computer & Network Security
2006

AI Summary

Veeam is seeking a Director of Customer Success for the EMEA region to lead a high-performing team, drive customer value and retention, and scale customer success strategies. The role involves designing customer journey strategies, orchestrating cross-functional execution, and deploying AI-driven tools. The ideal candidate has 12+ years of Customer Success leadership experience in technology/SaaS, proven team-building skills, and a track record of improving adoption and revenue growth. This is a key leadership position reporting to the VP of Customer Success, Global, and offers significant autonomy and impact.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires 12+ years of progressive leadership experience, managing high-performing teams, and driving strategic outcomes in a global context, making it a level 5 difficulty.

Salary Analysis

AI Insight No salary was provided in the job listing. Based on US market data for a Director of Customer Success in the technology/SaaS sector, the median salary is estimated at $170,000, with a typical range of $120,000 to $220,000. This role's compensation likely includes additional benefits and bonuses.

Key Skills

Customer Success Leadership SaaS Data Resilience AI-driven Team Building Retention Strategy Customer Health KPIs Change Management Cross-functional Collaboration

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Director, Customer Success EMEA position at Veeam. With over 12 years of progressive leadership in Customer Success within the technology and SaaS industries, I have a proven track record of building high-performing teams, driving customer adoption and retention, and delivering measurable business impact. I am particularly drawn to Veeam's mission of empowering organizations with data resilience and AI trust.

In my previous role, I led a customer success organization across multiple regions, implementing scalable strategies that improved customer health scores by 30% and contributed to a 20% increase in renewal rates. I am experienced in leveraging AI-driven tools to streamline onboarding and proactively address customer needs. My leadership style focuses on developing talent and fostering a culture of continuous improvement.

I am confident that my experience in designing customer journey strategies and orchestrating cross-functional collaboration aligns perfectly with the requirements of this role. I would welcome the opportunity to discuss how I can contribute to Veeam's growth and customer success in the EMEA region.

Thank you for your consideration.

Sincerely,
[Your Name]

Possible Interview Questions

How would you design a customer journey strategy to improve adoption and retention in the EMEA region?

I would start by segmenting customers based on their size, industry, and usage patterns. Then, I would define key milestones for onboarding, adoption, and value realization, using health scores to identify at-risk customers. I would implement automated touchpoints and leverage CS engineers to provide proactive support. Regular feedback loops with sales and product teams would ensure continuous improvement.

Describe your experience with building and scaling high-performing teams. What metrics do you use to measure team success?

In my previous role, I built a team of 15 CSMs from the ground up, focusing on hiring for cultural fit and technical aptitude. I established KPIs like customer health score, net promoter score (NPS), renewal rate, and expansion revenue. I held weekly 1:1s and quarterly reviews to align individual goals with company objectives, fostering a culture of accountability and continuous learning.

How have you used automation or AI to improve customer success processes?

I implemented a customer success platform that automated onboarding workflows, triggered alerts for usage dips, and provided chatbots for common queries. This reduced manual effort by 40% and improved response times. Additionally, I used AI-driven analytics to predict churn risk, allowing proactive intervention.

How do you handle cross-functional coordination with sales, product, and support to ensure a seamless customer experience?

I believe in creating shared goals and regular cross-functional meetings. For example, I established a weekly sync with sales and support to discuss customer escalations and feedback. I also worked with product to prioritize features based on customer insights. Clear communication and a unified customer view helped reduce friction.

What is your approach to managing customer health and identifying risks early?

I use a combination of quantitative metrics (e.g., product usage, support tickets, NPS) and qualitative insights from customer interactions. I set up automated alerts for negative trends. For high-risk accounts, I assign a dedicated CS engineer to create a recovery plan. Regular quarterly business reviews with customers help ensure alignment and address issues proactively.

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

Are you energized by the opportunity to help customers realize meaningful value through the power of technology, people, and process? Do you thrive on building businesses, inspiring teams, and transforming the customer journey into a predictable, value-driven experience? Are you a learner, teacher, and leader who brings vision, purpose, and passion to developing people and delivering outcomes? If so, we should talk.

At Veeam, we empower organizations around the world to achieve data resilience — protecting and securing critical workloads across cloud, virtual, physical, SaaS, and Kubernetes environments. As we continue to scale globally, we are looking for a passionate Director of Customer Success, EMEA, reporting to the Vice President of Customer Success, Global. This leader will champion customer value, build trusted long-term relationships, and drive strategies that help customers succeed while accelerating Veeam’s growth as a market leader.

What You’ll Do

For the EMEA region, you will own and deliver the following outcomes:

Build, lead, and scale a high-performing EMEA Customer Success team of Customer Success Engineers and Specialists to improve customer coverage, execution quality, and regional impact.
Design and execute customer journey strategies that increase adoption, accelerate time-to-value, improve customer satisfaction, strengthen retention, and drive revenue growth.
Orchestrate cross-functional execution with Sales, Product Management, Customer Support, and Renewals to remove friction, improve predictability, and deliver a seamless customer experience.
Establish, govern, and act on clear KPIs across customer health, team health, and business impact to identify risk, measure progress, and improve decision-making.
Deploy automation and AI-driven tools to streamline onboarding, strengthen execution, improve support milestones, and scale a more proactive customer success motion.
Recruit, mentor, and develop customer value-obsessed talent, building a culture of excellence, accountability, continuous learning, and measurable performance.

What You’ll Bring

The ideal candidate delivers measurable outcomes through:

12+ years of progressive Customer Success leadership experience in technology or SaaS, with a track record of improving adoption, retention, customer value, and revenue growth.
12+ years of proven leadership experience building high-performing teams, developing talent, and translating strategy into measurable business impact.
Experience leading change management, automation, and technology-enabled process improvements that increase scale, consistency, productivity, and customer outcomes.
Demonstrated success owning customer adoption, health, risk mitigation, renewal performance, and expansion motions that drive durable revenue growth.
Exceptional executive leadership, communication, and relationship-building skills, with the ability to align teams around outcomes and turn customer insights into action.

What You’ll Get

26 paid days off annually, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Paid parental, maternity, and paternity leave
Fully covered family medical plan, dental, rehab, and vaccinations
Life, critical illness, and disability insurance
Employer pension contribution via PPK
Monthly Edenred allowance of 450 PLN for meals
MultiSport card fully covered by Veeam, giving access to sports facilities nationwide
Up to 12 free therapy sessions annually, plus legal and financial advice
Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning

Please note: If an applicant is permanently located outside of Romania or Poland, Veeam reserves the right to decline the application for this position.

#LI-JK1

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.

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