Senior Director, Customer Success

Overview

In this leadership role you will steer Cohesity’s EMEA Customer Success, aligning high‑ and low‑touch motions with customer segments to accelerate adoption and growth. You’ll drive AI‑driven insights, establish global CS practices, and partner across Sales, Product, Engineering, and Support to elevate product value. You’ll lead a multi‑geography Europe CS team, own renewal and expansion outcomes, and champion a culture of innovation, accountability, and operational excellence. This position offers a strategic impact at scale, shaping how customers realize value from Cohesity’s data security platform.

Responsibilities

• Develop and implement a comprehensive Customer Success strategy across high‑touch and low‑touch motions, aligned to segments and offerings (cloud and on‑prem).
• Leverage AI‑driven insights, automation, and predictive analytics to improve engagement, efficiency, and scalability.
• Standardize CS practices via a unified CRM platform and governance across the organization.
• Build, lead, and scale a high‑performing, multi‑geography CS team in Europe.
• Collaborate with Sales, Product, Engineering, and Support to enhance telemetry, dashboards, and data quality; drive continuous improvement.
• Deliver strong renewal and expansion outcomes through proactive account management and risk mitigation.
• Track key metrics (health, adoption, reference ability, renewal likelihood, upsell potential, retention).
• Lead a premier CS program ensuring rapid onboarding and consistent engagement across the lifecycle.
• Identify and pursue new opportunities with Sales and Renewals for upsell/cross‑sell; drive customer advocacy and reference ability.
• Engage with C‑level stakeholders and key decision makers; capture and communicate customer feedback for product and service improvements.

Key requirements

• Proven experience building, scaling, and leading CS teams.
• Expertise in CS strategy, practices, and tooling, including AI‑driven CS capabilities.
• Experience with high‑touch, low‑touch, and digital CS motions.
• Excellent written and verbal communication; comfortable with C‑level audiences.
• Proficiency in data protection, data security, storage, cloud, or related tech domains.
• Strong project management, ownership, escalation judgment, and cross‑functional collaboration skills.
• Solid account management background and leadership with data‑driven decision making.
• Bachelor’s degree in Computer Science or equivalent; 18+ years of progressive experience in related roles.
• Experience with SFDC, Gainsight, reporting, and dashboards; understanding of recurring‑revenue models.

• Executive presence
• Cross‑functional collaboration
• Emotional intelligence
• SFDC
• Gainsight
• Data analytics and dashboards

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