Impulsados por tecnologías y tendencias digitales transformadoras, somos RIB y nos hemos propuesto propulsar el sector y hacer que la ingeniería y la construcción sean más eficientes y sostenibles.
Basándonos en una amplia experiencia en el sector y en las mejores prácticas, y con nuestro personal en el centro de todo lo que hacemos, ofrecemos soluciones integrales líderes en el mundo que permiten a nuestro sector construir mejor.
Con un firme compromiso con la innovación y la mirada puesta en el futuro, RIB cuenta con más de * personas con talento que llevan nuestro software a más de 100 países.
Somos profesionales experimentados de diferentes culturas y orígenes, y colaboramos estrechamente para proporcionar productos de software transformadores, pensamiento innovador y servicios profesionales a nuestro mercado global.
La solidez de nuestros equipos en todo el mundo nos permite realizar inversiones y mejoras en productos sostenibles, para mantener a nuestros clientes en la vanguardia de la tecnología de ingeniería, infraestructuras y construcción.
Sabemos que nuestro éxito radica en nuestro personal.
Únase a nosotros para formar parte de una fuerza global que utiliza la innovación para mejorar la forma en la que el mundo construye.
Más información en RIB Careers.
As the Director of Customer Success Excellence, you will be responsible for designing, developing, and maintaining a global Customer Success Framework/Play-Book and best practices, Churn measurement and reduction strategies including digital adoption aligned with SE/AVEVA and industry standards.
This role reports directly to our Senior Vice President Customer Care, and plays a critical part in ensuring consistency, scalability,



and quality across Customer Success efforts globally for our portfolio of 22+ software products serving the Architecture, Engineering, and Construction (AEC) industry.
Note: This role does not manage the day-to-day Customer Success operations in the regions or supervise regional Customer Success teams.
It provides the overarching strategic, tooling and operational guidance to run a highly effective Customer Success operation.
Key Responsibilities Work closely with the Senior VP of Customer Care: Collaborate with RIB Customer Care to align Customer Excellence strategies with overall business objectives and Customer Support Strategies.
Ensure effective communication and coordination between Customer Excellence and other departments.
Playbook Design & Governance: Own and evolve the global Customer Success operating model, methodologies, and engagement frameworks.
Define general standards for onboarding, lifecycle engagement, health monitoring, and value realization.
Ensure best practices are in place for cross-functional orchestration, renewal enablement, digital adoption, and Voice of the Customer programs.
Customer Success Tooling Define and own the Customer Success technology stack and supporting tools (e.G., Gainsight, Totango, Certinia).
Partner with IT, Product, and regional Customer Success teams to implement and optimize tools that support data-driven engagement, automation, and scalability.




Ensure tooling supports the global Customer Success framework, including customer health scoring, lifecycle journeys, success planning, usage tracking, and feedback loops.
Drive governance for data quality, process adherence, and tooling adoption across regions.
Collaboration & Regional Enablement: Partner with regional Customer Success Leaders to localize the global framework for market, product, and regulatory fit.
Support implementation and drive adoption of global practices in alignment with local needs.
Facilitate knowledge sharing and alignment between global and regional Customer Success functions.
Churn Measurement & Reduction Define, standardise, and govern/implement global churn KPIs, ensuring a consistent, data-driven approach to reducing avoidable churn and improving customer value.
Establish and operationalise CRM-based churn processes, including lifecycle tracking, health monitoring, and structured save plays to enable scalable, repeatable retention practices.
Lead the development of predictive, AI-enabled churn capabilities, leveraging customer, product, and commercial data to identify risk early and drive proactive interventions.
Digital Adoption & Self-Sufficiency Strategy Collaborate with Knowledge Service, Education Service and Product Management teams to define digital adoption roadmaps, self-help strategies, and in-app guidance.
Standardize and scale enablement tools to improve self-sufficiency and reduce reactive support dependency.
Cross-Functional Excellence Establish collaboration models between Customer Success, Knowledge Service, Product Management, Education Service, Support, and Sales.
Ensure seamless integration of Customer Success with release re

📌 Director Of Success Excellence (España)
🏢 RIB
📍 España