Director of Customer Success - EMEA (Remote)

Constructor Technologies, Inc.

Job Overview

Location

United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• As Director of Customer Success - EMEA, you will lead and scale a high-performing team of 10+ Customer Success Managers (CSMs) responsible for driving customer value, retention, and expansion across Constructor’s search and product discovery platform in the EMEA region. This role is critical to ensuring customers achieve measurable business outcomes—such as increased revenue and conversion—by successfully adopting and optimizing Constructor’s AI-powered technology, directly impacting the company’s growth and market reputation.
• You will own the end-to-end customer journey post-sale, from onboarding and implementation to ongoing value realization and executive engagement, ensuring that every interaction reinforces Constructor’s value proposition and transforms customers into long-term advocates. Your leadership will bridge the gap between sales promises and delivered outcomes, turning technical complexity into clear business value for enterprise clients.
• Day to day, you will lead and coach a team of high-functioning CSMs through regular 1:1s, performance feedback, skill development, and career pathing, fostering a culture of accountability, empathy, and continuous improvement. You will triage escalations, model best practices by working directly with complex customer issues when needed, and ensure your team consistently delivers proactive, strategic guidance rather than reactive support.
• You will design, implement, and iterate scalable systems and processes—including playbooks, health scoring, renewal forecasting, and cross-functional handoffs—to enable rapid team growth without sacrificing service quality. This includes establishing clear ownership models, defining SLAs, and leveraging data to predict churn risk and expansion opportunities.
• You will build and nurture executive-level relationships with key customer stakeholders, aligning Constructor’s roadmap with their strategic goals and ensuring that value is consistently communicated and measured. You will act as the voice of the customer internally, influencing product, engineering, and marketing teams to prioritize features that drive real-world impact.
• You will train your team to navigate complex enterprise organizational structures, understand competing priorities among stakeholders, and facilitate alignment—helping customers prioritize initiatives that deliver maximum organizational benefit while maintaining trust and minimizing friction.
• You will partner closely with engineering, product, and data science teams to advocate for customer-driven priorities, manage engineering bandwidth effectively, and ensure that critical customer work is resourced appropriately while low-impact requests are deferred or resolved through self-service or process improvements.
• You will continuously seek to improve the onboarding and integration experience, identifying bottlenecks and collaborating with cross-functional teams to streamline technical setup, reduce time-to-value, and enhance customer confidence in Constructor’s platform.
• About the team: Constructor Technologies is a global, remote-first company united by a mission to make search and discovery smarter for every shopper. We value empathy, intellectual curiosity, data-driven decision-making, and relentless improvement. Our Customer Success team operates as a trusted advisor to some of the world’s most innovative retailers and brands, and we believe that empowering individuals to take ownership leads to extraordinary outcomes for both customers and the company.
• In this role, you will develop advanced leadership capabilities in scaling global teams, mastering enterprise stakeholder management, and translating technical capabilities into compelling business narratives. You will gain deep exposure to cutting-edge AI and machine learning applications in commerce, refine your ability to influence without authority, and build a legacy of customer-centric processes that drive measurable retention, expansion, and advocacy—positioning you as a strategic leader in the growing field of post-sale customer value realization.

🎯 Requirements

• Minimum of six years of professional experience working directly with customers and large organizations in a role involving technical stakeholders (e.g., Technical Account Management, Solutions Consulting, or Customer Success)
• Minimum of two years in a leadership role within Customer Success, Technical Account Management, or Solutions Consulting, with proven experience designing and implementing processes that improved team efficiency or customer outcomes
• Strong technical curiosity and ability to confidently discuss product functionality, architecture, and value with technical leaders, engineers, and data scientists
• Excellent communication and interpersonal skills, with the ability to tailor messaging for diverse audiences—from end-users to C-suite executives
• Proven ability to quickly grasp complex organizational dynamics, identify key decision-makers and influencers, and craft compelling narratives that align teams around shared goals
• Demonstrated skill in motivating and influencing cross-functional teams and customers to adopt recommended actions, even in the absence of direct authority
• Strong learning agility, problem-solving mindset, and comfort with ambiguity—able to think creatively and pivot quickly in response to evolving customer or market needs
• Genuine enjoyment of customer interaction and a passion for solving new, complex problems daily
• Bonus: Fluency in multiple languages (particularly relevant for EMEA market engagement)
• Ability to work core EMEA business hours to support regional team and customer collaboration

🏖️ Benefits

• Comprehensive leave package including generous paid time off and parental leave
• Fully remote work flexibility with the ability to work from anywhere in the EMEA region
• Ongoing training and development opportunities, including access to courses, conferences, and certifications
• Employee Assistance Programme offering confidential counseling and mental health support
• Equity participation through a Stock Option Plan, aligning your success with company growth
• Performance-based bonus tied to individual, team, and company objectives
• Regular company retreats to foster connection, collaboration, and culture across our global remote team

Skills & Technologies

Remote

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Constructor Technologies, Inc.

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About Constructor Technologies, Inc.

Constructor.io is a leading e-commerce search and personalization platform that helps online retailers improve product discovery and conversion rates. Their AI-powered technology analyzes customer behavior and product data to deliver highly relevant search results, product recommendations, and category browsing experiences. By optimizing the customer journey, Constructor.io enables businesses to increase sales, reduce bounce rates, and enhance overall customer satisfaction. They serve a wide range of industries, including fashion, electronics, and home goods, empowering businesses to compete effectively in the digital marketplace.

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