Leader Customer Success Digital Europe

Company Description

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.

Job Description

The Role

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

The Leader of Customer Success Management, Digital Europe is responsible for driving customer adoption, retention, expansion, and overall success for Quadient Digital Solutions across Europe. Reporting to the SVP Sales & Operations, Digital Europe, this role leads regional Customer Success Management (CSM) teams to deliver measurable customer value while supporting sustainable, recurring revenue growth.

Operating at a senior leadership level, this role translates global Customer Success frameworks into consistent and scalable execution across diverse European markets. The position plays a critical role in strengthening Quadient’s customer‑centric operating model by aligning Customer Success, Sales, and Product teams around shared outcomes and long‑term customer value.

What you will do

• 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.

About you

• 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.

Preferred Skills

• 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.

Key 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.