Director, Enterprise Customer Success
As Director, Enterprise Customer Success, you will own the strategy, operations, and outcomes for our largest and most strategic customer relationships while leading a team of 25+ Customer Success Managers through multiple first-line managers. You'll be accountable for the retention and expansion of a significant portion of Datadog's enterprise book in EMEA, while building and scaling the org, systems, and talent needed to do that sustainably. This is a chance to shape how a market-leading company runs enterprise customer success at scale, with direct visibility into your impact.
At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.
What You’ll Do:
- Own the strategic and operational health of your book of business, accountable for product adoption, retention, and customer experience outcomes across our largest accounts
- Lead, coach, and develop a team of first-line managers, building their management capability so they in turn build strong teams
- Set and run the team's operating rhythm: forecast reviews, QBR/EBR cadence, and the metrics (e.g. consumption, NRR, health scores) that tell you where to intervene
- Act as the executive escalation point when needed for strategic accounts, stepping into complex or high-stakes customer relationships
- Build and scale the department: design org structure, drive hiring to meet growth targets, and build career pathing for managers and ICs
- Partner cross-functionally to shape account growth strategy, co-design onboarding and everboarding curriculum, and align hiring plans with the broader EMEA enterprise business
- Collaborate cross-functionally with stakeholder departments to actualize on account growth strategies, team operations, co-design an everboarding training curriculum, and meet hiring goals
- Strategically partner with Enterprise Sales leadership to align on growth strategy across existing and new customers
- Champion practical AI adoption across the team by identifying where AI tools genuinely improve efficiency or customer outcomes, and coaching managers and CSMs to use them well without eroding judgment
Who You Are:
- Someone with 8+ years leading Customer Success or Account Management teams in SaaS, including 3+ years managing managers (leading a team of comparable or greater scale)
- A track record of owning retention/expansion outcomes and using data like NRR/GRR, health scoring, and churn and renewal forecasting, to run and coach a team
- Experience managing and scaling teams across established and emerging geographies
- AI-fluent: comfortable using AI tools in your own workflow and identifying where they create real opportunity for a customer success organization
- Familiarity with observability and/or security software in B2B tech preferred
Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your experience, we encourage you to apply.
#LI-Hybrid
About Datadog:
Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.
Equal Opportunity at Datadog:
Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.
Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.
Privacy and AI Guidelines:
Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.
Skills Required
- 3+ years overseeing Customer Success or Account Management teams in the SaaS space
- 7+ years overseeing a high-performing team of Customer Success Managers
- Experience negotiating contract terms and overcoming pricing objections for renewals and upsell opportunities
- Familiarity with the B2B technology space or subscription-based software
What the Team is Saying
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Datadog Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is characterized as comprehensive and well-regarded, with robust medical, dental, and vision plans alongside accessible mental-health support for employees and dependents. Plan affordability and company contributions are noted as practical strengths.
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Parental & Family Support — Parental leave is presented as fully paid and gender-neutral, complemented by family-forming benefits such as fertility, adoption, preservation, and surrogacy in eligible locations. Additional elements like childcare assistance and pet-related perks broaden the family support offering.
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Equity Value & Accessibility — Equity participation is readily available through new-hire RSUs and a discounted employee stock purchase plan. This ownership pathway is paired with financial wellness resources that reinforce long-term value.
Datadog Insights
What We Do
Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another.
Why Work With Us
At Datadog, we learn from and celebrate each other daily - each win is a team win. Datadogs solve tough problems, innovate pragmatically, and grow together. We promote from within, provide mentorship and opportunities for career development, and support our colleagues in the process. Best of all? We truly love what we do.
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Datadog Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them and their team.
