Director, Enterprise Customer Success

<p><strong>Director, Enterprise Customer Success</strong></p> <p>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.&nbsp;</p> <p><em>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.</em></p> <p><strong>What You’ll Do:</strong></p> <ul> <li>Own the strategic and operational health of your book of business, accountable for product adoption, retention, and customer experience outcomes across our largest accounts</li> <li>Lead, coach, and develop a team of first-line managers, building their management capability so they in turn build strong teams</li> <li>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</li> <li>Act as the executive escalation point when needed for strategic accounts, stepping into complex or high-stakes customer relationships</li> <li>Build and scale the department: design org structure, drive hiring to meet growth targets, and build career pathing for managers and ICs</li> <li>Partner cross-functionally to shape account growth strategy, co-design onboarding and everboarding curriculum, and align hiring plans with the broader EMEA enterprise business&nbsp;</li> <li>Collaborate cross-functionally with stakeholder departments to actualize on account growth strategies, team operations, co-design an everboarding training curriculum, and meet hiring goals</li> <li>Strategically partner with Enterprise Sales leadership to align on growth strategy across existing and new customers</li> <li>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</li> </ul> <p><strong>Who You Are:</strong></p> <ul> <li>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)</li> <li>A track record of own