Company

team.blue is an ecosystem of successful brands working together across regions to provide customers with everything they need to succeed online. 60+ successful brands make up the group; with a team of more than 3000+ experts serving its 3.5 million customers across Europe and beyond.

team.blue's brands are a mix of traditional hosting businesses, offering services from domain names, email, shared hosting, e-commerce and server hosting solutions and specialist SaaS providers offering adjacent products such as compliance, marketing tools and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

Role Overview

We are seeking a visionary and hands-on Group Director of Customer Success to lead and transform the customer experience across our diverse European operations. Reporting directly to the Chief Revenue Officer, this senior leadership role will be responsible for unifying and elevating Customer Support and Customer Success functions across the group.

The ideal candidate will be a transformational leader with deep expertise in customer experience, a passion for innovation, and a proven track record in leveraging AI tooling and business process re-engineering to drive efficiency, scalability, and customer satisfaction.

Key Responsibilities

Transformation Leadership

• Lead the group-wide transformation of Customer Support and Success through the adoption of AI technologies and automation.
• Re-engineer business processes to streamline operations, reduce costs, and enhance customer experience.
• Identify, implement, and scale cutting-edge AI solutions for intelligent ticket routing, self-service, sentiment analysis, and knowledge management.

Customer Experience Excellence

• Maintain and improve high Net Promoter Scores (NPS) across all brands.
• Define and implement group-wide KPIs and customer satisfaction metrics.
• Establish a culture of continuous improvement and customer-centricity.

Central Team Development

• Build and lead a central Centre of Excellence for Customer Success, starting with a small high-performing team and scaling over time.
• Collaborate with local teams to provide strategic direction and operational support.
• Foster alignment across 50+ brands with diverse language and market requirements.

Operational Infrastructure

• Develop and deploy consistent, scalable frameworks for:
• Customer support tooling and platforms
• Training and onboarding
• Quality assurance and process standardization
• Group-wide career development pathways for customer-facing roles

Cross-Functional Collaboration

• Partner with Product, Technology, and Commercial teams to ensure seamless end-to-end customer journeys.
• Champion the voice of the customer across the organization.

Required Experience & Skills

• 10+ years of experience in Customer Success, Customer Support, or Customer Experience leadership, ideally in a multi-brand or pan-European context.
• Proven track record in leading digital or AI-driven transformation initiatives.
• Deep understanding of business process design and re-engineering.
• Demonstrated ability to build and scale high-performing, multicultural teams.
• Strong analytical and operational mindset, with experience managing NPS and customer experience metrics.
• Excellent communication and leadership skills, with the ability to influence at all levels.
• Fluent in English; additional European languages are a plus.

Why Join Us?

• Be at the forefront of digital transformation in a fast-growing, European tech group.
• Lead one of the most strategic initiatives in our organization, impacting millions of customers.
• Collaborate with talented, passionate professionals across 22 countries.
• Help shape the future of customer experience in one of Europe’s most dynamic digital ecosystems.

"Come as you are"
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Right to work

At any stage, please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas.

ESG

“At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.”