The Opportunity
We are looking for a Senior Director to lead our EMEA Customer Experience organisation—a strategic leadership role that serves as the "General Manager" for our post-sales business in the region.
This is a rare opportunity to lead the full customer lifecycle under one roof. You will oversee a unified organisation of ~18 Campers across the region, managing 5 direct reports (Directors and Managers) across three distinct functions: Customer Success, Renewals, and People Science.
With this strong structural foundation already in place, your focus shifts immediately to impact and orchestration. You will have the autonomy to refine how these diverse capabilities work together, turning a collection of strong functions into a unified competitive advantage for the EMEA region.
We need a leader who operates with high autonomy. Because your executive leadership is based in North America and APAC, you will be the primary decision-maker for the region. You will partner intimately with the RVP of Sales, EMEA, to co-lead the market, ensuring that the promise we sell is the reality we deliver.
What You Will Do
- Lead the Regional Strategy
- Own the EMEA Region: You will define the post-sales strategy for the region, adapting global playbooks to fit the nuances of the UK, DACH, and emerging markets. You are expected to operate with significant autonomy, making high-velocity decisions to drive regional growth.
- Executive Partnership: You will be the primary counterpart to the VP of Sales, EMEA. This is a high-trust partnership where you will align on everything from forecast accuracy to go-to-market strategy, ensuring a seamless "One Culture Amp" experience from prospect to advocate.
- Orchestrate a Unique Multi-Disciplinary Team
- Unlock Collective Potential: You will lead a diverse, solid-line organisation comprising three distinct functions (Customer Success, Renewals, and People Science). Your mandate is to unify these capabilities, ensuring they operate as one cohesive engine rather than siloed workstreams. You will drive the strategy for how these teams collaborate to deliver a differentiated customer experience.
- Elevate Leadership Capability: You will manage a mature team of Directors and Managers. Your role is to be a force multiplier—coaching your leaders to break down internal silos, partner effectively with Sales, and run their respective functions with high autonomy and impact.
- Drive Commercial Rigour & Operational Excellence
- Own the Number: You are responsible for EMEA’s Gross Retention (GRR) and Net Retention (NRR). You will bring a rigorous forecasting cadence to the region, ensuring predictability in a complex market.
- Build for Scale: We are in a phase of evolution. You will identify friction in the customer journey—whether in onboarding handoffs, commercial negotiations, or cross-border complexities—and build the operational infrastructure to remove it. We need a leader who enjoys the "messy middle" of scaling a business.
- Foster a High-Performance Culture
- Lead through Change: You will build a resilient culture that thrives on accountability and transparency. You will coach your Directors and People Leaders to be true business owners, elevating the skill floor of the entire organization.
- Customer Executive Sponsorship: You will serve as the final point of escalation and strategic partner for our largest EMEA customers, navigating complex commercial negotiations and C-level relationships across diverse cultural landscapes.
What You Bring to the Role
- Senior Leadership: Significant experience in B2B SaaS at a senior management level, with extensive experience managing "leaders of leaders" (Directors/Managers). You have managed large P&Ls and distributed teams across the EMEA region.
- Multi-Function Fluency: You have experience managing diverse functions beyond just "CS." You understand the mechanics of Renewals/Forecasting and have experience leading technical or advisory teams (Professional Services, Consulting, or People Science).
- The "Fixer/Builder" DNA: You don't wait for a playbook; you write it. You have a track record of stepping into complex operational environments, diagnosing root causes, and implementing the structure needed to scale.
- Commercially Assertive: You are comfortable owning a retention number. You understand how to partner with Sales to drive expansion and protect the base, and you can hold your own in a negotiation with a Procurement team or a CHRO.
- Regional Market Mastery: You understand the complexity of the EMEA market. You have successfully navigated the cultural and commercial nuances of doing business across the UK and Continental Europe.
- London-Based & Mobile: This role is based in our London hub. You are ready to travel across the region to meet with teams and customers, as well as travel globally for executive planning sessions.
