Location: Remote (Western Europe / UK-based)

Reports to: Vice President, Customer Experience

Neat - Industry Leader in Communications

Neat brings people together with beautifully simple, intelligent, and open video devices and experiences. By minimizing the physical and virtual divide, we enable everyone to feel more connected, present, and understood, however they prefer to work. We aim to make our technologies so intuitive that terms like "in-office" and "remote" will seem obsolete in the near future.

Neat's pioneering hardware and software portfolio addresses the needs of today's workplace and natively supports Microsoft Teams, Zoom, Google, and a range of compelling business apps.

We are an ambitious, accountable, collaborative, responsible, and growing team that fosters an environment where creativity and ingenuity can flourish. We are based in Oslo, Norway, with offices and Neaters all over the world.

The Opportunity

Neat’s Customer Experience organization is seeking a Regional Director, Customer Success - International to lead, scale, and inspire a team of professional Customer Success Managers.

This is a builder role for a seasoned CS leader. You will inherit a lean, high-performing team of 3 CSMs and immediately drive a strategy to double the team within your first six months, with further expansion slated for next year.

Reporting directly to the VP of Customer Experience, you will design and execute an exceptional Customer Success playbook for Neat’s highest-value Enterprise customers. You will have the strategic autonomy to set goals, challenge your team, and act as a key architect in Neat’s next phase of global growth.

Key Responsibilities

Team Leadership & Scaling

• Build and Scale: Lead the immediate recruitment, onboarding, and mentoring of new CSMs, establishing a culture of high performance, accountability, and continuous learning.

• Coaching: Set the standard for enterprise customer success management, helping CSMs navigate complex end-user dynamics and steer technical adoption workflows.

Strategic Account Growth & Technical Adoption

• Drive Health & Utilization: Oversee customer health, technical adoption, and product utilization across our largest global enterprise accounts.

• Maximize Lifetime Value: Ensure CSMs are effectively identifying future expansion opportunities and positioning customers for upcoming hardware refresh cycles.

• Partner Collaboration: Intersect with reseller partners during active, high-touch customer implementation and deployment projects to ensure seamless time-to-value.

Cross-Functional Influence

• Sales Alignment: Partner closely with Sales, Sales Engineering and Support leadership to align customer health data with upcoming commercial opportunities and account strategies.

• Customer Sentiment Feedback Loop: Own the aggregate feedback loop for CS-managed Americas Enterprise customers, funneling feature requests, technical support insights, and NPS data back to product and marketing teams.

How Success is Measured

We believe in clear accountability. In this role, your impact will be measured directly by your team’s ability to outperform company benchmarks:

• CS-Managed Customer Retention: Consistently driving higher retention rates within CS-assigned accounts compared to the overall Neat baseline.

• CS-Managed Spend Growth: Accelerating total spend velocity and account growth within your team's book of business compared to non-managed accounts.
  
  

Key Skills and Qualifications

Required Experience:

• Proven CS Leadership: 3+ years of experience directly managing and scaling Enterprise Customer Success teams, with a total of 7+ years in the tech/SaaS customer success ecosystem.

• A Builder Mindset: Demonstrated experience scaling a team through rapid growth phases, including defining new workflows, policies, and playbook strategies.

• Enterprise Savvy: Deep experience managing high-touch relationships with G2K/Enterprise end-users.

• Cross-Functional Influence: Proven ability to partner effectively with Sales, Support, and Product organizations.

• Tool Proficiency: Strong operational familiarity with modern tech stacks, including CRMs (e.g., Salesforce/Gong) and ticketing/CS platforms (e.g., Zendesk).
  
  

Preferred (But Not Required):

• Industry Familiarity: Experience in the collaboration, audiovisual (AV), and/or hardware/IoT space (e.g., working with Zoom Rooms, Microsoft Teams Rooms, or hardware deployment lifecycles) is a major plus and will flatten the learning curve.
  

At Neat, you will have the freedom to innovate and the support to execute. If you are a high-performing leader who thrives on building teams, driving measurable retention lift, and shaping the future of workspace collaboration, we want to hear from you.