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Senior Director, Enterprise Customer Experience Lead
2 months ago
We are seeking an experienced Senior Director to lead our Enterprise Customer Experience team in the EMEA region. As a key member of our leadership team, you will be responsible for driving the seamless onboarding, adoption, and ongoing success of our customers.
Key Responsibilities- Lead the evolution of our Customer Experience practices in alignment with our technological and service innovations to drive business growth and customer satisfaction.
- Create and execute the regional strategy within EMEA for Implementation, Customer Success, and Professional Services to achieve Gross Revenue Retention (GRR), Net Revenue Retention (NRR), activation, and customer satisfaction goals.
- 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 engaging with customers and industry stakeholders.
- 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.
- 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.
Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. We empower companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams.
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact.
