Customer Success Director – Regional (Albania, Kosovo, North Macedonia)

About the role

We are looking for an experienced, customer‑centric Customer Success Director to lead our customer success function across Albania, Kosovo and North Macedonia. Reporting to senior management within the SMS Retail Department, you will own the full customer lifecycle from onboarding to long‑term growth, acting as the primary bridge between our clients and internal teams.

Key responsibilities

• Take ownership of customers after hand‑over from Business Development and lead onboarding, kickoff meetings and implementation planning.
• Coordinate documentation, account setup, technical requirements, testing and service activation, ensuring all sales commitments are delivered.
• Maintain long‑term relationships with key stakeholders, conduct regular business reviews and monitor satisfaction, engagement and performance.
• Develop and execute retention strategies, manage renewals, identify churn risks and drive upsell, cross‑sell and expansion opportunities.
• Collaborate with Business Development, Technical, Operations, Finance, Legal and Product teams, communicating feedback and escalating critical issues.

Required profile

• Bachelor’s degree in Business Administration, Management, Marketing, Communications or a related field.
• Minimum 5 years of experience in Customer Success, Account Management or Commercial Operations.
• At least 2 years of experience leading customer‑facing teams.
• Proven track record managing strategic B2B relationships.
• Professional proficiency in Albanian and English; additional languages a plus.

Required skills

• Experience with CRM and customer‑management reporting tools.