How We Placed a Director of Global Customer Success for a Generative AI MarTech Company
Director of Global Customer Success – Generative AI MarTech Company
The Challenge
A leader in generative AI-powered messaging tools – helping global brands create on-brand, impactful communications at scale – needed a visionary customer success leader to oversee and enhance its global CS framework, build strong client relationships across mid-market and enterprise segments, and harness generative AI to optimise marketing campaigns and drive brand affinity. The hire required a customer-first mindset, proven SaaS CS leadership, and the ability to scale a global team in a fast-moving AI environment.
The Client
Generative AI / MarTech SaaS company offering AI-powered messaging tools for on-brand communications at scale. Serves global enterprise and mid-market brands. Hiring need: senior Customer Success leader to build and scale global CS function.
Headquarters
Employees
Funding
Investors
Valuation
Our Approach
Optima Search | Europe & America carefully curated the recruitment process to align Kasia's skills with the client's ambitious vision.
Understanding client needs: Engaged closely with the client to identify the qualities required for a transformative customer success leader in a generative AI environment.
Cultural and strategic fit: Kasia's ability to build and inspire teams while delivering measurable customer impact – combined with her data storytelling and consultative approach – positioned her as the ideal match.
Precision talent sourcing: Focused on candidates with a proven track record in SaaS customer success – particularly those with experience leveraging advanced AI tools to drive measurable client outcomes.
The Results
Kasia L. was successfully placed as Senior Customer Success Manager in 2018 and has since progressed through three leadership roles to become Director of Global Customer Success. Over six years, her tenure significantly surpasses the industry average – reflecting strong cultural alignment, consistent leadership growth, and the long-term impact of precision recruitment.
1
6+ Years
Tenure with the organisation
2
3 Promotions
Senior CSM to Global Director
3
Global
CS function built and scaled
Further Results
Career Progression
2018–2020
Senior Customer Success Manager
Built the foundation for customer success strategy, focusing on team development and customer-centric approaches.
2020–2023
Customer Success Director
Returned post-maternity leave to elevate client relationships and implement strategic account management processes.
2023–Present
Director of Global Customer Success
Leads global team, driving innovation and delivering top-tier customer outcomes with enterprise generative AI.
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