Director of CS (EMEA)

EMEA’s CS motion is your canvas — build it, own it, scale it.

Our EMEA accounts represent a significant share of Sedric’s NRR. And right now, we don’t have a system. We have talented people doing great work without the scaffolding that turns great work into a repeatable, scalable engine. That gap is the job.

Sedric is the AI compliance platform for financial services. Our agentic AI automates oversight across customer communications and marketing — real-time guardrails on calls, pre-approval review on every marketing asset, and post-publication monitoring across partners and channels. Because every customer gets a dedicated compliance model, accuracy goes up, false positives go down, and compliance teams move faster without taking on more risk.

We’re at the inflection point where EMEA stops being a portfolio of accounts and becomes a structured growth engine. The person who builds that infrastructure — the playbooks, the KPIs, the team habits, the data layer — will define what CS at Sedric looks like for years. That’s the job

What You’ll Do

You own the full post-sales lifecycle for Sedric’s EMEA accounts — from day-one onboarding through renewal and expansion — and the systems, KPIs, and team standards that make that lifecycle run at scale. You will do that while owning a personal book of business and being hands-on on strategic accounts. This is a player/coach role.

Responsibilities

Lead structured onboarding programs for new EMEA customers, driving fast time-to-value from day one

• Own a book of business of strategic accounts and lead a team of 2 CSMs
• Run regular cadence calls and Executive Business Reviews with key stakeholders, tracking progress against agreed success metrics
• Define & Monitor customer health signals — product usage, NPS, support tickets, engagement — and get ahead of risks before they surface
• Partner with Sales to identify upsell and cross-sell opportunities and support commercial conversations within accounts
• Build and own customer-facing resources: playbooks, onboarding guides, training materials — calibrated for Sedric’s context
• Liaise with Product and Engineering on customer issues and roadmap communication — you’re the voice of the EMEA customer internally
• Support renewal negotiations and contract extensions alongside the sales team
• Gather and relay market intelligence — regulatory trends, competitor signals, customer feedback — back to the broader team
• Occasionally travel across EMEA as needed to support key accounts and strategic relationships
• Leverage AI tooling to surface customer health patterns and flag churn risk before it appears in raw data
• Use AI-assisted analysis to prepare for strategic account reviews with depth and speed that manual prep can’t match
  
  

• You’ve built CS from scratch before — not inherited a mature function, actually built one
• You’re as comfortable in a spreadsheet or CRM dashboard as you are on a customer call
• You measure yourself against NRR and expansion ARR, not activity counts
• You can hold a credible conversation with a compliance officer at a tier-1 bank and a technical integration lead in the same week
• You find ambiguity energising, not exhausting — you make the structure, you don’t wait for it
• You are a bar raiser, for your team and for yourself
• You lead by example and know how to mentor, coach and deliver feedback
• You’re open to occasionally travel across EMEA for the accounts that need it
  
  

• You need a defined playbook before you can move — there isn’t one yet, and building it is the job
• You default to “we need more resources” when things get hard — you’re the resource
• You wait for other people to solve problems
• You see strategy and execution as separate lanes — this role lives in both simultaneously
• You want a leadership position that keeps you out of the field — you’ll be managing accounts and building systems at the same time
• You’ve only worked in large, structured CS organizations and have never had to create something from nothing
  
  

• Day 30 — Strategic accounts transferred under your ownership, relationships introduced, health baselines mapped
• Day 60 — New CS processes documented and in motion — onboarding cadence, health monitoring, EBR structure — standards visibly higher
• Day 90 — CS KPIs redefined, dashboards live, team operating to new standards. Trusted collaborator to Sales and Product, not just a CS lead
  
  

• Competitive salary
• Meaningful equity in a high-growth compliance AI company
• Direct access to leadership — no bureaucracy between you and impact
• Flexible, output-first culture — we care what you ship, not when you log on
• Work on problems that matter in an industry that’s ready to change