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

Requirements:

You’re a fit if…

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’re probably not a fit if…

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

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

What Success Looks Like:

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

Compensation & Benefits:

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

Want to apply?

Send your CV to [email protected] — include a short paragraph on the CS system or process you’re most proud of building, and what it changed.

Important Notice: Our interviews may be recorded and may utilize AI-assisted tools for evaluation purposes. By participating in the interview process, candidates consent to these practices.