Senior Director, Enterprise Customer Experience (EMEA)

August 23

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Culture Amp

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Employee engagement, performance & development tools and insights you need to build an employee experience people love.

Employee Engagement • Engagement Surveys • Exit Surveys • People Analytics • Employee Intelligence

501 - 1000

💰 $100M Series F on 2021-07

Description

• 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.

Requirements

• 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

Benefits

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success • Programs, coaching, and budgets to help you thrive personally and professionally • Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people • Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work • Team budgets dedicated to team building activities and connection • Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time • Extended year-end breaks: An extended refresh period at the end of year • Excellent parental leave and in work support program available from day 1 of joining Culture Amp • 5 Social Impact Days a year to make a positive impact on the community outside of work • MacBooks for you to do your best & a work from home office budget to spend on setting up your home office • Medical insurance coverage for you and your family (Available for US & UK only)