Senior Director, Customer Success

We're looking for a Senior Director, Customer Success & Solutions Engineering EMEA to join Procore's regional team. In this role, you'll lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to our customers across the EMEA region.
The primary goal of this role is to drive total customer lifetime value by bridging the gap between technical pre-sales and long-term post-sales success. As a Senior Director, Customer Success & Solutions Engineering EMEA, you'll partner with global cross-functional leaders to establish strategic customer lifecycle plans and objectives to deliver against retention, adoption, and technical validation targets. Use your analytical mindset, strategic leadership, and stakeholder negotiation ca

he future of construction technology in a high-growth environment.
This position will be based in our Dublin or London office on a hybrid model.

What You’ll Do

• Lead, scale, and inspire a regional organisation comprised of Managers, Customer Success Engineers (CSEs), Solution Engineers, Solution Specialists, and Value Engineering.

• Drive the Customer Success Engineering (CSE) function to maximise customer lifetime value by developing technical adoption strategies, identifying and mitigating platform/integration risks, and capturing expansion opportunities across all European segments.

• Direct the Solutions Engineering function to define customer value, create robust solution designs, and articulate the technical capabilities to drive revenue growth and operational excellence.

• Oversee smooth handover from Professional Services delivery and Project Management teams to ensure high-quality implementations in collaboration with partners.

• Establish and maintain strategic stakeholder relationships across all key customer contacts.

• Manage Key Performance Indicators (KPIs), milestones, and long-term goals that support company objectives for revenue growth and operating margins.

• Forecast at-risk accounts accurately and develop execution plans to support customer retention.

• Work collaboratively with Product leadership to ensure a smooth bidirectional feedback loop with customers.

• Implement strategies to create a learning environment that attracts, retains, and scales top-performing talent.

What We’re Looking For

• Bachelor's degree or equivalent work experience.

• Extensive second-level leadership experience (managing managers) is a must.

• Proven experience leading technical post-sales teams (e.g., Customer Success Engineering, Technical Account Managers (TAMs), or Post-Sales Solutions Architecture) within a business-to-business (B2B) Software-as-a-Service (SaaS) company, with a strong track record of hitting technical adoption, implementation, and NRR/retention metrics. Solutions Engineering (pre-sales) leadership experience is a strong plus.

• Proven experience managing and scaling teams across multiple European countries or markets simultaneously, rather than running a single country.

• A track record of starting, building, or scaling new technical teams, functions, or geographic markets from scratch.

• SaaS scaling trajectory: Ideally, a career split that combines structured experience at a large, established enterprise Software-as-a-Service (SaaS) organisation (understanding standard operational frameworks at scale) with the capability to build in a fast-paced, smaller-to-mid-sized growth environment.

• Hands-on exposure to Artificial Intelligence (AI), specifically having built or implemented AI tools that provide clear customer benefits.

• Experience taking a team through significant change and organizational transformation during a high-growth phase.

• Deep understanding of value drivers in recurring revenue business models with a track record of owning strategic executive relationships.

• A collaborative and strategic leader with the ability to establish professional rapport and inspire diverse, geographically dispersed teams.

• Willingness to travel as needed across the EMEA region.

• Experience in Construction is a plus.

• Multi-lingual in another major European language (specifically French, Spanish, German, or Polish) is a plus.
   

Base Pay Range

• UK/London Office based: £153,600.00 - £211,200.00 GBP Annual

• Republic of Ireland/Dublin Office based: €160,000.00 - €220,200.00 EUR Annual

Base Pay Range:

On Target Earning Range:

This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.