Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

Position Overview:

The Director of Customer Success is responsible for the overall health of all of our EMEA accounts. Ensuring value realization for the client and driving ongoing adoption of the platform are key responsibilities for this role. We are looking for a hands-on, process driven leader who can motivate the EMEA Customer Success team, and ensure we continue our strong Net Retention rates.

The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

One of our core values is a growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

Responsibilities:

Clearly articulate the organization's mission and goals, motivating the team to over-achieve those goals and lead the team to continued excellence
Ensure strong renewals and Net Retention rates by driving product adoption in a quantifiable manner
Establish a Client Success portfolio structure that establishes existing client revenue targets and associated weekly forecasting activities
Partner cross-functionally to organize internal resources to solve client business challenges
Provide a clear view of organizational metrics and status to the Executive team with optimization recommendations and needs
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Build, manage and motivate a highly effective Customer Success team
Responsible for department management including staffing, training, performance management and career development of CSMs

Qualifications:

Bachelor’s degree or equivalent experience
7+ years of experience in a B2B customer success role with a fast-paced SaaS startup
3+ years of team building and management experience
Demonstrated history of hiring and managing phenomenal talent
You are a leader with deep experience in delivering complex solutions at the enterprise level
Demonstrated ability to manage ambiguity and apply problem-solving skills
Exceptional communication and interpersonal skills
Desire to teach new customers about the platform
Strong ability to understand technical concepts and problem solve
Very strong empathy for the customer and drive to solve the problems they may face
Willingness to travel up to 25% of the time

Additional:

Experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits:

Competitive salary, meaningful equity, & pension
Comprehensive Private Medical Insurance
Balance Days (additional paid holidays)
Paid parental leave
Fertility & Adoption Assistance
Paid Sabbatical
Flexible PTO
Monthly Employee Wellness allowance
Monthly Professional Development allowance
Complete laptop workstation

Recruitment Disclaimer:

Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not:

Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.
Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels:

Official Iterable website, Careers page: https://iterable.com/careers/
Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/

Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at talent-ops@iterable.com upon receiving a suspicious job offer.

Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.

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