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. Key Strategic Pillars 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. Candidate Characteristics