{"id":1178490,"url":"https://alion.io/job/sphera-director-customer-success-manager-2","title":"Director, Customer Success","company":{"id":8889,"name":"Sphera","domain":"sphera-ti.com","url":"https://alion.io/company/sphera","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poland"],"countries":["PL"],"hiring_countries":["PL"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":138000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":358},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-09-24T12:21:15Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-19T08:24:22Z","board_verified":false,"closed_at":"2026-10-19T08:24:22Z","days_open":24,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":24},"description":"Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.\nSphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.\nWe are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.\nAs Director, Customer Success - EMEA, you will lead a segment of the EMEA Customer Success team while helping to shape and strengthen Sphera’s Customer Success function across the region. In this role, you will ensure customers realise measurable business value and achieve long-term success through the effective adoption of our SaaS solutions.\nYou will be responsible for leading a team of approximately 8 Customer Success Manager, while partnering closely with Sales, Product, Support, Professional Services, and other cross-functional teams.\nThis is a leadership role combining people leadership, customer strategy, operational excellence, retention, and growth. You will establish a high-performing, customer-centric culture across the EMEA Customer Success organisation and ensure our teams are proactively managing customer relationships, driving adoption, reducing churn, and identifying opportunities for expansion.\nThe ideal candidate will have significant experience leading Customer Success teams within a complex B2B SaaS environment, a proven track record managing enterprise customers, and the ability to operate strategically while remaining close to customers and their teams.\nResponsibilities\nCustomer Success Leadership\nLead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers. \nDirectly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development across the wider team. \nEstablish and maintain a high-performing, accountable, and customer-centric culture across the EMEA organisation. \nSet clear objectives, KPIs, and performance expectations for the Customer Success team. \nCoach and develop team members, identifying opportunities for career development, succession planning, and capability building. \nEnsure consistent Customer Success processes, methodologies, and best practices are adopted across EMEA. \nPartner with senior leadership to develop and execute the regional Customer Success strategy in alignment with Sphera’s broader business objectives. \nCustomer Retention & Growth\nOwn and drive the EMEA Customer Success strategy to maximise customer retention, satisfaction, and lifetime value. \nEstablish proactive strategies to identify and mitigate churn risks across the customer base. \nOversee customer health, engagement, adoption, renewal, and expansion metrics and ensure appropriate action is taken. \nPartner closely with Sales and Account Management teams to identify and execute cross-sell and upsell opportunities. \nSupport the team in developing strong account strategies for strategic and enterprise customers. \nEnsure customers consistently realise measurable business value from Sphera’s solutions. \nCustomer Relationship Management\nBuild and maintain strong relationships with key strategic and enterprise customers, acting as an executive-level escalation point where appropriate. \nEnsure CSMs develop trusted-advisor relationships and a deep understanding of customers’ businesses, industries, objectives, and challenges. \nOversee executive business reviews and strategic customer engagements for key accounts. \nEnsure customer feedback, market insights, and emerging risks are effectively communicated to senior leadership and relevant internal stakeholders. \nDevelop strategies to strengthen customer advocacy and engagement across the EMEA customer base. \nCustomer Adoption & Value Realisation\nEnsure customers have effective onboarding and success plans aligned to their business objectives. \nDrive consistent adoption and utilisation of Sphera’s products across the customer lifecycle. \nEnsure CSMs are proactively demonstrating the value and business outcomes delivered through Sphera’s solutions. \nIdentify trends and opportunities to improve product adoption, customer engagement, and overall customer experience. \nPartner with Product and other internal teams to ensure customer feedback is incorporated into product and service improvements. \nOperational Excellence, Data & Reporting\nEstablish and monitor key Customer Success metrics, including retention, churn, renewal performance, customer health, adoption, and expansion. \nUse CRM and Customer Success platforms such as Salesforce, Clari, Vitally or similar tools to drive data-informed decision making. \nDevelop and maintain accurate forecasting and reporting for the EMEA Customer Success organisation. \nIdentify trends and patterns across customer data and translate insights into actionable strategies. \nContinuously improve Customer Success processes, systems, and ways of working to increase team effectiveness and customer outcomes. \nProvide regular updates and insights to senior leadership on the health and performance of the EMEA customer portfolio. \nCross-Functional Leadership\nPartner closely with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience. \nEstablish strong collaboration between Customer Success and Sales to ensure effective account planning, renewals, and expansion. \nWork with Product and Engineering teams to escalate customer issues, product gaps, and feature requests and ensure appropriate follow-up. \nCollaborate with Professional Services and Support to ensure successful implementation, adoption, and ongoing customer engagement. \nRepresent the voice of the customer within Sphera and influence internal priorities based on customer needs and market trends. \nTeam Development & Talent Management\nRecruit, onboard, and retain high-performing Customer Success talent across EMEA. \nDevelop clear career paths and growth opportunities for the Customer Success organisation. \nConduct regular performance reviews and provide ongoing coaching and feedback. \nIdentify capability gaps and implement training and development programmes to strengthen the team. \nCreate an environment that promotes collaboration, accountability, continuous improvement, and customer focus. \nQualifications\n8-12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS. \nSignificant experience leading and developing Customer Success teams, including managers and senior individual contributors. \nProven experience managing complex enterprise and strategic customer relationships. \nDemonstrated track record of improving customer retention, adoption, satisfaction, and expansion. \nStrong commercial understanding with experience partnering with Sales on renewals, cross-sell, and upsell opportunities. \nExperience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies. \nStrong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation. \nExperience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar. \nExceptional leadership, coaching, communication, and stakeholder management skills. \nStrong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies. \nAbility to operate strategically while maintaining a strong understanding of day-to-day customer and team needs. \nBachelor’s degree or equivalent professional experience. \nWhat Success Looks Like\nA high-performing, engaged, and accountable EMEA Customer Success organisation. \nStrong customer retention and renewal performance across the region. \nIncreased product adoption and measurable customer value. \nStrong identification and execution of expansion opportunities in partnership with Sales. \nConsistent Customer Success processes and standards across EMEA. \nStrong executive relationships with strategic customers. \nClear visibility into customer health, risks, opportunities, and team performance. \nA strong pipeline of Customer Success talent and future leaders within the organisation. \nSphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.\nThis job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. 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