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Regional Director, Customer Success
Location
United Kingdom
Posted
36 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Regional Director, Customer Success
Browzwear
Role Description We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy. The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR). What You’ll Do - Function Leadership & Strategy - Co-own Customer Success strategy with the VP, Customer-Facing Delivery - Identify systemic gaps in CS execution and lead structured improvements - Evolve the CS operating model across regions (not just execute it) - Ensure alignment across regional CS teams on a unified framework and methodology - Global Renewals Ownership - Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions - Serve as the CS interface to Finance for ARR and renewal reporting - Ensure leadership and board reporting reflects a defensible, data-driven CS narrative - Resolve forecast discrepancies with analysis and clear recommendations - Cross-Regional Leadership - Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards - Ensure consistent CS practices across all regions - Act as the connective layer between regional execution and global CS outcomes - Executive & Customer Engagement - Lead Executive Business Reviews (EBRs) for strategic and high-impact customers - Engage with C-suite and VP-level stakeholders on customer outcomes and value realization - Represent Customer Success in executive and ELT-level discussions when needed - Program Evolution & Operational Excellence - Own and drive at least one meaningful CS system improvement annually, such as: - Onboarding model redesign - Customer health scoring evolution - Expansion playbook development - Tiering or segmentation strategy refinement - Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes - Ensure all changes are documented and scalable across the organization - People Leadership & Talent Development - Lead and develop CS managers and senior ICs - Build leadership depth within the Customer Success organization - Define and reinforce what “great” looks like across CS roles - Expand team member scope and autonomy over time - Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure - Data-Driven Decision Making - Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo - Use data to explain NRR movement, expansion drivers, and retention risks - Ensure decisions are grounded in measurable outcomes, not intuition alone Qualifications - 8–10+ years of Customer Success experience - 3–4+ years of people leadership, including managers and/or senior ICs - Proven ownership of renewal outcomes that materially impact ARR - Background in fashion/apparel industry; product expertise in PLM, 3D/AI design - Experience partnering with VP-level leaders to shape CS strategy - Demonstrated ability to evolve a Customer Success operating model, not just run one - Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers - Executive-level communication skills with both internal leadership and external customers - Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo) Company Description
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Director, Integrated Planning CoE - Global Remote Full time posted on Posted 8 Days Ago job requisition id 20439 At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us. Job Title: Director, Integrated Planning CoE - Global Reports to: VP, APAC Operations & Global Supply Location: Remote - US Interested applicants must reside in one of the following approved states: Arizona, California, Colorado, Indiana, Massachusetts, Minnesota, New York, Oregon, Pennsylvania, Texas, Utah, Washington The Role As Director of Integrated Planning – Global, you will lead the transformation of our global demand, supply, and inventory planning ecosystem. You’ll collaborate with regional teams, factory planners, and global supply partners to drive innovation, efficiency, and progress across our marketplace. Your leadership will shape the future of planning at Deckers, ensuring we stay ahead in a fast-paced, ever-evolving industry. We celebrate diversity--of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together. Your Impact - Shape the future of global planning by building a progressive, data-driven ecosystem that empowers teams and drives business growth. - Lead the charge in optimizing demand, supply, and inventory planning, setting new standards for efficiency, accuracy, and innovation across regions and partners. - Champion the adoption of cutting-edge technologies and best practices, ensuring our planning processes are future-ready and aligned with business goals. - Inspire and mentor cross-functional teams, fostering collaboration and a culture of continuous improvement that delivers measurable results. - Drive strategic initiatives that enhance inventory flexibility, streamline operations, and ensure on-time, in-full delivery to our customers worldwide. - Serve as a trusted advisor and subject matter expert, guiding the organization through complex change and delivering impactful solutions that support Deckers’ mission and values. - Influence global supply chain strategy, leveraging your expertise to break down barriers, eliminate bottlenecks, and unlock new opportunities for growth and success. Who You Are - Bachelor’s degree in business, Supply Chain Management, or Industrial Engineering; MBA or advanced degree preferred - Six Sigma Black Belt and APICS planning certifications desired - 15+ years of senior management experience in planning within large commercial enterprises - Experience leading teams across multiple locations and cultures - Proven track record in global operations, change management, and satisfying diverse stakeholders - Expertise in demand and supply planning, merchandising, master data mining, and Power BI - Fluent in English with strong people leadership skills - Strategic thinker with the ability to anticipate changes, develop contingency plans, and drive execution in complex environments - Natural leader who drives results, influences in a matrix environment, and champions transformational change - Flexible, adaptable, and commercially aware with a consumer focus - Excellent communication, team building, project management, organizational, and negotiating skills - Innovative manager who challenges the status quo and is willing to roll up sleeves to get things done What We'll Give You – - Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued. - Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future. - Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees’ needs to get out, get healthy and come back stronger than ever. - Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras - Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development. - Health and Wellness - There’s nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle $154,700.00 - $208,800.00 The salary range posted reflects the estimated minimum and maximum target for new hire salaries for this role in: Goleta, California (Remote) Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process. Equal Employment Opportunity Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer, and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all the other beautiful parts of your identity.



