Enterprise Customer Experience Director

1 week ago

London, Greater London, United Kingdom Culture Amp Full time

About Culture Amp

Culture Amp is a leading employee experience platform that empowers companies to transform employee engagement, drive performance management, and develop high-performing teams. With a comprehensive employee dataset and people science, Culture Amp helps innovative companies like Canva, On, Asana, Dolby, McDonalds, and Nasdaq create a better world of work.

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.

Key Responsibilities

  • 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.

What We Offer

  • 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).

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