Customer Success Lead - Western Europe

Ovii's Interpretation of the Role

The Customer Success Lead will head the Western Europe CS team, combining people leadership with hands‑on account work to drive retention, expansion and regional NRR. The role balances strategic direction, process building and executive stakeholder advocacy in a fast‑velocity, AI‑first environment.

Role Snapshot

• Lead Western Europe Customer Success team
• Drive regional NRR, retention and expansion
• Player‑coach for priority accounts
• Build scalable playbooks and automation
• Partner with GTM, product and operations
• Develop and coach CSMs
• Represent customer voice in leadership

Must-Have Requirements

• Customer Success experience (10+ years)
• People leadership experience (5+ years)
• Technical acumen with product integrations
• Analytical and operational skills
• Expertise in CS methodologies
• Customer Success
• SaaS post‑sales

Nice-to-Have Signals

• Hands‑on with Salesforce, Gong, Sigma, Pylon
• Western Europe account experience
• Tool proficiency (Salesforce, Gong, Sigma, Pylon)

Work Setup

• Location: Germany
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Germany, France
• Employment type: Full-Time

What You'll Likely Work On

• Set and own regional NRR, retention and expansion targets
• Coach, develop and hold CSMs accountable for quota and performance
• Manage key accounts directly while guiding the team’s portfolio
• Design, automate and iterate renewal, upsell and adoption playbooks
• Monitor delivery quality, operational efficiency and data‑driven outcomes
• Build executive relationships and act as strategic advisor for priority accounts
• Advocate customer needs in product, revenue and operations discussions
• Collaborate with Europe GTM and cross‑functional leaders to align objectives

Good Fit If You Have

• Passionate about building high‑performance, feedback‑driven teams
• Thrives in an AI‑first, rapid‑experimentation culture
• Enjoys creating processes and playbooks from scratch