Overview
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. EDB supports major government organizations, financial services, media and information technology companies, delivering up to 99.999% high availability with security, compliance controls, and observability.
What your impact will be: As Director of EDB’s Customer Success - EMEA region, you will lead our customer-centric strategy to ensure customers achieve outcomes and derive sustainable value from our solutions. You will have the opportunity to develop, operate, and manage an organization’s region that is ripe for growth.
Key Strategic Pillars
- Modernize the CS lifecycle: move toward predictive health monitoring, executive business reviews (EBRs), and success planning that anticipates customer needs.
- Scalability through Digital Motions: lead the transition to a scaled success model with digital-touch workflows and pooled models.
- Growth & Retention: partner with Sales and Renewals to identify expansion opportunities and retain customers, with early risk identification for intervention.
- Advancing through technology: champion the adoption of CS platforms for a single view of customer health, usage, and risk signals.
Key Responsibilities
- Regional Leadership: Manage and mentor a diverse team of CSMs and TAMs, fostering accountability, curiosity, and commercial grit.
- Operational Excellence: Develop and track North Star metrics, including Net Retention Rate (NRR), Gross Retention Rate (GRR), Churn Rate, Time-to-Value (TTV), and Customer Health Scores.
- Cross-Functional Advocacy: Represent the Voice of the Customer to Product and Engineering to help shape the roadmap and prioritize regional requirements.
- Strategic Account Oversight: Act as the executive sponsor for key accounts, navigating escalations and strengthening long-term partnerships.
Candidate Characteristics
- The Architect Mindset: Experience building or refining CS playbooks and using Tech-Touch strategies for long-tail accounts.
- Data-Driven: Use signals, telemetry, and customer data to predict churn and identify expansion opportunities.
- Change Agent: Lead teams through transitions with a proactive, value-based delivery model.
Why Join EDB Success Leadership
- Strategic Importance: Customer Success drives enterprise valuation and market share.
- Global Collaboration: Work with a global cohort to standardize excellence across regions.
- Market Tailwind: Opportunity to capitalize on open-source and AI-ready data layers.
What You Will Bring
- 10+ years of Customer Success Management and Professional Services leadership in a high-growth B2B software/SaaS environment
- Proven ability to collaborate with Sales, Marketing, Product, and Operations
- Experience connecting post-sale and sales experiences
- Experience implementing global processes and standards
- Empathy for customers and passion for revenue and growth
- Strong people management, coaching, and development skills
- Excellence in stakeholder relationship management including influencing, conflict resolution, problem solving, and negotiating
EDB is committed to supporting employees’ well-being with benefits and resources to promote work-life balance, including CuraLinc health and wellness resources. We encourage you to review our career site for details on perks and region-specific benefits. EDB is an equal opportunity workplace and values diversity and inclusion. EDB does not seek or accept unsolicited resumes from recruitment agencies.
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