Director, Enterprise Customer Success

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