Leader Customer Success Digital Europe

About the Position

Leader Customer Success Digital Europe

Location: London, Paris, Munich, or Stuttgart on a hybrid basis. Some travel required.

Company: Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

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Responsibilities

• Own and execute the regional Customer Success strategy for Digital Europe, aligned with global standards and regional commercial priorities.
• Lead, develop, and performance-manage Customer Success Managers supporting multiple customer segments and solution portfolios across Europe.
• Drive customer retention, renewals, and expansion outcomes, partnering closely with Sales to identify and execute upsell and cross-sell opportunities.
• Ensure strong solution adoption, usage, and value realization, proactively managing customer health risks and success plans.
• Implement and scale customer engagement models across the region, including onboarding, lifecycle management, and value-based success planning.
• Establish and maintain appropriate customer-to-CSM ratios, ensuring scalable coverage while reflecting market, segment, and customer complexity.
• Monitor and act on key Customer Success metrics, including churn, renewal rates, expansion ARR, adoption indicators, and customer health scores.
• Collaborate closely with Sales, Product, Support, Marketing, and Finance to deliver a seamless, integrated customer experience.
• Leverage customer insights and feedback to inform product roadmaps, go-to-market refinement, and service improvements.
• Promote a strong customer-centric and performance-driven culture, focused on accountability, collaboration, and continuous improvement.
• Contribute to regional talent planning, capability development, and succession discussions for Customer Success roles.

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Requirements

• Bachelor’s degree in Business, Customer Experience, Marketing, or a related field, or equivalent professional experience.
• Senior leadership experience in Customer Success, Account Management, or post-sales roles, preferably within SaaS, digital, or technology-enabled solutions.
• Proven experience driving customer retention, adoption, and expansion outcomes at scale.
• Experience leading regional, multi-country customer success teams in a matrixed environment.
• Strong executive presence with the ability to partner credibly with senior sales, product, and operational leaders.
• Demonstrated ability to translate strategy into consistent, repeatable execution across diverse markets.

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Nice to Have

• Experience operating Customer Success models across multiple European countries, including different regulatory and customer maturity contexts.
• Strong familiarity with Customer Success platforms and CRM systems (e.g., Salesforce, Gainsight, or equivalent).
• Experience supporting upsell and cross-sell motions in partnership with Sales organizations.
• Ability to lead through transformation, scaling, or operating-model change.
• Strong analytical skills and customer-centric problem-solving mindset.
• Multilingual capability, particularly English, German, or French with experience working in multicultural environments.

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We Offer

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

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About the Company

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills, and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

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Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.