Director, Customer Success

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

What your impact will be…

 As Director of EDB’s Customer Success-EMEA region, you will be at the forefront of our customer-centric strategy, ensuring our customers are achieving their outcomes and attaining sustainable value from our solutions. You will have the unique opportunity to develop, operate and manage an organization’s region that is ripe for growth.

As a member of the Customer Success leadership team, the Director of Customer Success collaborates closely with regional sales and cross-functional leaders, and is responsible for turning ideas and learnings into best practices, while providing on-going feedback to improve the end-to-end customer experience. You have a thoughtful and strategic approach to creating customer lifecycle solutions, and will be accountable to define, build and deliver strategies and plans that enhance recurring revenue growth and integrate with EDB’s GTM strategies and plans.

You will build a scalable, data-driven success engine to grow Net Retention Rate (NRR) and protect Gross Retention Rate (GRR). You will balance high-touch advocacy for our largest accounts with sophisticated digital-led motions to ensure no customer is left behind. You will also develop the team and ensure they have the right tools, training, and collaboration from other EDB teams to drive successful outcomes for our customers.

• Modernize the CS lifecycle. You will move the team away toward predictive health monitoring, executive business reviews (EBRs), and success planning that anticipates customer needs before they become risks. You will develop approaches for meeting customers where they are and guiding for success and expansion. These initiatives are tied to EDB’s Customer Journey.
• Scalability through Digital Motions: EDB is growing fast. You will lead the transition to a "scaled success" model in partnership with the new digital owner for customer success. You will implement pooled models and digital-touch workflows to provide high-value touchpoints to our broader customer base.
• Growth & Retention: Partner closely with Sales and Renewals to identify expansion opportunities and retain customers for EDB. Additionally, you will identify potential risk earlier for intervention and triage.
• Advancing through technology: Champion the adoption of CS platforms to provide the team with a single pane of glass regarding customer health, usage patterns, and risk signals.

 Key Responsibilities

• Regional Leadership: Manage and mentor a diverse team of CSMs and TAMs. Foster a culture of accountability, curiosity, and commercial grit.
• Operational Excellence: Develop and track North Star metrics, including NRR/GRR, Churn Rate, Time-to-Value (TTV), and Customer Health Scores.
• Cross-Functional Advocacy: Serve as the Voice of the Customer to Product and Engineering to help shape the roadmap and ensure that regional market requirements are prioritized.
• Strategic Account Oversight: Act as the executive sponsor for key accounts, stepping in to navigate complex escalations and solidify long-term partnerships.

• The Architect Mindset: You have experience building or refining CS playbooks. You know how to use Tech-Touch strategies to cover the long-tail of accounts effectively.
• Data-Driven: You don't guess; you use data to tell a story. You are comfortable using signals, available telemetry, and customer data to predict churn and identify expansion white space.
• Change Agent: You are comfortable leading teams through transitions, with a focus on moving beyond traditional relationship management to a proactive, value-based delivery model.

• Strategic Importance: Customer Success is a critical driver of our enterprise valuation and market share.
• Global Collaboration: While you own your region, you will work with a global cohort of directors to standardize excellence across APJ, EMEA, and the Americas.
• Market Tailwind: With the industry shifting toward open-source and AI-ready data layers, you have an amazing opportunity to seize this moment. 

• 10+ years overall successful Customer Success Management and Professional Services leadership in a high-growth B2B software/SaaS environment
• Proven track record working collaboratively with Sales, Marketing, Product, Operations organizations
• Demonstrated success connecting post-sale and sales experiences
• Direct experience in implementing global processes and standards
• Empathy for customers AND passion for revenue and growth
• Strong people management, coaching and development experience
• Excellence in stakeholder relationship management including influencing, conflict resolution, problem solving, negotiating

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity. 

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

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