Head of Customer Success EMEA

Overview

As Head of Customer Success for the EMEA region, you lead and grow a large enterprise CS portfolio, driving revenue retention and product adoption. You’ll mentor regional CS teams and align regional strategy with the global CS program to maximize customer value. You’ll transform CS operations to improve GRR, adoption, and satisfaction across diverse markets, while navigating cross-functional delivery. This role offers the chance to shape customer success at scale in a dynamic, international setting.

Responsibilities

• Lead revenue retention and product adoption for a large EMEA portfolio
• Mentor and manage regional CS teams across EMEA
• Execute regional CS strategy in coordination with the global CS organization
• Drive CS transformation to improve GRR, product adoption, and customer satisfaction
• Own cross-functional delivery and sustainable outcomes
• Empower and inspire CS leaders and CSMs to achieve objectives
• Manage travel roughly 25% for international engagement

Key requirements

• 8+ years of senior customer success management leadership in Enterprise SaaS
• 5+ years as a second-line leader in customer success
• Solid understanding of Enterprise SaaS business models and growth strategies
• Concrete examples of improved GRR, product adoption, and customer satisfaction
• Fluency in English
• Willingness to travel internationally within EMEA (~25%)

• leadership and team empowerment
• cross-functional collaboration
• strategic thinking and vision setting
• Enterprise SaaS customer success
• GRR and product adoption metrics
• transformation of CS operations

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