About the Role
The EMEA Head of Enterprise Customer Experience will oversee the seamless onboarding, adoption, and ongoing success of our customers. This role is crucial in driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer activation, and overall customer satisfaction.
The EMEA Head of Enterprise Customer Experience will directly lead our regional Enterprise Customer Experience delivery teams, accountable for Implementation, Customer Success, and People Science and in close partnership with Marketing and Sales. This role cares deeply about the employee experience for all of Enterprise Campers (what we call our employees) across the EMEA region.The ideal candidate will be a strategic thinker with a customer-first mindset, passionate about building and nurturing high-performing teams.
Please note, this is a hybrid position. Ability to commute to our London office 1-2 days a week is required. Remote applications will not be considered.
In this role you will:
- Lead the evolution of our Customer Experience practices in alignment with our technological and service innovations & executive strategic initiatives to drive business growth and customer satisfaction
- Create & execute the regional strategy within EMEA for Implementation, Customer Success, and Professional Services to achieve GRR, NRR, activation, and customer satisfaction goals. Collaborate with other regional heads (NA/APAC) in ensuring global consistency where needed
- Develop and maintain strong relationships with key customers, promoting deep partnerships and long-term success
- Serve as a visible brand representative and thought leader for Culture Amp by actively spending time in the field and on stage with customers
- Drive thought leadership through speaking engagements, webinars, and industry events
- Assist the sales team in closing new logos and forging deep partnerships with executive stakeholders
- Drive data-driven strategies to enhance performance across all functions by tracking and analyzing key performance indicators (KPIs) across all functions
- Optimize implementation methodologies and tools to improve efficiency and customer outcomes
- Lead the EMEA Customer People Science team to deliver solutions and services that drive value for our customers
- Oversee the renewals process to ensure high customer retention rates. Leaning into contract negotiations, ensuring favorable terms and long-term customer satisfaction when needed for complex/escalated negotiations
- Connect and motivate a highly engaged team that delivers sustained, high performance
- Invest in team development through training, mentorship, and career advancement opportunities.
You have:
- Demonstrated (10+) years of experience in customer success, implementation, professional services, or related roles within a SaaS company
- Proven track record of achieving GRR, NRR, activation, and customer satisfaction goals
- Strong leadership skills with experience managing cross-functional, multidisciplinary teams
- Excellent communication, negotiation, and relationship-building skills
- Analytical mindset with the ability to leverage data to drive decision-making
- Passion for the customer experience and a commitment to delivering exceptional service
- Experience building and executing strategic customer success initiatives