Sphera is a leading integral provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Sphera is a portfolio company of Blackstone, a U.based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity.

Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space. As Director, Customer Success - EMEA, you will lead a segment of the EMEA Customer Success team while helping to shape and strengthen Sphera's Customer Success function across the region. You will be responsible for leading a team of approximately 8 Customer Success Manager, while partnering closely with Sales, Product, Support, Professional Services, and other cross-functional teams.

You will establish a high‐performing, customer‐centric culture across the EMEA Customer Success organisation and ensure our teams are proactively managing customer relationships, driving adoption, reducing churn, and identifying opportunities for expansion. The ideal candidate will have significant experience leading Customer Success teams within a complex B2B SaaS environment, a proven track record managing enterprise customers, and the ability to operate strategically while remaining close to customers and their teams.

Responsibilities Customer Success Leadership Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers. Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development across the wider team. Set clear objectives, KPIs, and performance expectations for the Customer Success team.

Coach and develop team members, identifying opportunities for career development, succession planning, and capability building. Ensure consistent Customer Success processes, methodologies, and best practices are adopted across EMEA. Partner with senior leadership to develop and execute the regional Customer Success strategy in alignment with Sphera's broader business objectives.





Own and drive the EMEA Customer Success strategy to maximise customer retention, satisfaction, and lifetime value. Partner closely with Sales and Account Management teams to identify and execute cross‐sell and upsell opportunities. Support the team in developing strong account strategies for strategic and enterprise customers.

Customer Relationship Management

Build and maintain strong relationships with key strategic and enterprise customers, acting as an executive‐level escalation point where appropriate. Ensure customer feedback, market insights, and emerging risks are effectively communicated to senior leadership and relevant internal stakeholders. Identify trends and opportunities to improve product adoption, customer engagement, and overall customer experience.

Partner with Product and other internal teams to ensure customer feedback is incorporated into product and service improvements.

Operational

Excellence, Data & Reporting Establish and monitor key Customer Success metrics, including retention, churn, renewal performance, customer health, adoption, and expansion. Use CRM and Customer Success platforms such as Salesforce, Clari, Vitally or similar tools to drive data‐informed decision making. Develop and maintain accurate forecasting and reporting for the EMEA Customer Success organisation.

Identify trends and patterns across customer data and translate insights into actionable strategies. Continuously improve Customer Success processes, systems, and ways of working to increase team effectiveness and customer outcomes. Provide regular updates and insights to senior leadership on the health and performance of the EMEA customer portfolio.

Partner closely with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience.



Establish strong collaboration between Customer Success and Sales to ensure effective account planning, renewals, and expansion. Collaborate with Professional Services and Support to ensure successful implementation, adoption, and ongoing customer engagement.

Team Development & Talent Management Recruit, onboard, and retain high‐performing Customer Success talent across EMEA. Develop clear career paths and growth opportunities for the Customer Success organisation. Conduct regular performance reviews and provide ongoing coaching and feedback.

Identify capability gaps and implement training and development programmes to strengthen the team. 8-12+ years of experience in Customer Success, Account Management, or a related customer‐facing function, preferably within B2B SaaS. ~ Significant experience leading and developing Customer Success teams, including managers and senior individual contributors. ~ Proven experience managing complex enterprise and strategic customer relationships. ~ Strong commercial understanding with experience partnering with Sales on renewals, cross‐sell, and upsell opportunities. ~ Experience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies. ~ Strong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation. ~ Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar. ~ Exceptional leadership, coaching, communication, and stakeholder management skills. ~ Strong analytical and problem‐solving abilities, with the ability to translate customer and business data into actionable strategies. ~ Bachelor's degree or equivalent professional experience. A high‐performing, engaged, and accountable EMEA Customer Success organisation. Strong customer retention and renewal performance across the region.

Consistent Customer

Success processes and standards across EMEA. Clear visibility into customer health, risks, opportunities, and team performance. A strong pipeline of Customer Success talent and future leaders within the organisation. This is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.

📌 Director, Customer Success Manager (Galicia)
🏢 Sphera
📍 Galicia