Head of Customer Experience, EMEA

Culture AmpRemote - UK+ Equity5d ago

Remote Director EMEA Head of Customer Success Head of Customer Experience Team Management Prospecting Customer Onboarding DACH Sales Strategy

Upload My Resume

Drop here or click to browse · PDF, DOCX, TXT

Apply in One Click

Responsibilities

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.
Own the EMEA Region:
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.
Executive Partnership:
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.
Unlock Collective Potential:
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.
Elevate Leadership Capability:
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.
Own the Number:
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.
Build for Scale:
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.
Lead through Change:
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.
Customer Executive Sponsorship:

Benefits

Autonomy in decision-making within EMEA region
High trust partnership with VP of Sales, EMEA
Opportunity to lead a unified team across Customer Success, Renewals, and People Science functions.