We are looking for a Director of Customer Success and Consulting Services to lead the post-sale organisation for our Financial Services division across EMEA. This leader will oversee more than 150 people across the UK, Ireland, Poland, and continental Europe, driving the transformation to a SaaS native, product aligned, and outcome focused delivery organisation.
Reporting to the Global VP of Customer Success and Consulting, you will have full ownership for post-sale performance, customer success outcomes, delivery excellence, and financial performance across the region. You will partner closely with Sales, Product, Engineering, and Global Client Operations to ensure predictable delivery, measurable time-to-value, and long term customer success across a diverse portfolio of Tier 1 and Tier 2 financial institutions.
This is a strategic and operational leadership role suited to an experienced, consultative, and commercially strong operator who can build trusted client relationships, elevate delivery maturity, and inspire a high performing team in a fast paced environment.
Job Description
What you will do
Commercial leadership
Own earned revenue, utilisation, margin, and cash performance across EMEA.
Partner with Sales to shape Statements of Work and progress toward outcome based and subscription aligned services that support renewal and ARR growth.
Strengthen commercial discipline, forecasting accuracy, and account predictability.
Operational leadership
Lead delivery across onboarding, implementation, data services, and post go-live success.
Drive improvements in time-to-first value, adoption, customer satisfaction, repeatability, and reference ability.
Build scalable operating models that support SaaS delivery, product alignment, and improved delivery quality.
Change leadership
Modernise a consulting led model into a SaaS native, product integrated, outcome driven delivery engine.
Rebalance the organisation toward shared services with defined SLAs, partner governance, and nearshore optimisation.
Introduce greater standardisation, delivery tooling, and structured governance.
People leadership
Lead a multi-country team of managers and senior specialists.
Build leadership depth, accountability, and a culture of continuous improvement.
Improve collaboration across Product, Sales, Engineering, Customer Success, and Global Client Operations.
AI first delivery
Embed AI enabled tools, workflows, and automation into delivery, investigation support, and client success processes.
Track measurable AI adoption and drive improved efficiency and insight generation.
Client engagement
Act as an executive sponsor for priority accounts across EMEA.
Manage escalations and convert challenged programmes into referenceable outcomes.
Build trusted relationships with senior stakeholders across financial institutions.
What you will bring
Proven leadership in Customer Success, Professional Services, Delivery, or Consulting within SaaS, fintech, or technology enabled financial services.
Experience transforming consulting led delivery into product aligned and outcome focused models with improvements in time-to-value, predictability, and margin.
Full ownership of P and L, earned revenue, and margin including cost neutral rebalancing during transformation.
Demonstrated ability to lead large, multi-country teams of more than 100 people.
Strong understanding of shared services design, SLAs, nearshore operating models, and partner governance.
Knowledge of financial crime, AML, KYC, or risk analytics is highly valued.
AI literacy with experience using AI or automation to improve delivery performance and customer outcomes.
Credibility with senior stakeholders across UK, France, Germany, Poland, and broader EMEA.
Consultative, outcome oriented mindset with the ability to challenge client asks and reposition work toward scalable, product led outcomes.
Strong communication, negotiation, and stakeholder management skills.
Ability to thrive in a fast paced, product led environment.
English essential. Additional European languages such as French or German are an advantage.
What we offer
The opportunity to lead a large scale transformation within a market leading Financial Services AI business.
A high impact role with ownership across customer success, consulting services, delivery excellence, and commercial performance.
Close partnership with experienced colleagues across Sales, Product, Engineering, and Global Client Operations.
A culture that values transparency, customer centricity, and continuous improvement.
Competitive compensation, benefits, and career growth opportunities.
Flexibility to be based anywhere in EMEA with regular travel.
About Us
SymphonyAI builds Vertical AI applications that help enterprises tackle their most complex, high-value challenges like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world’s largest grocers and industrial manufacturers, SymphonyAI delivers domain trained applications and pre-built agents that are ready to work on day one.