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Senior Director, Enterprise Customer Experience Lead
2 months ago
We are seeking a highly skilled and experienced Senior Director to lead our Enterprise Customer Experience team in EMEA. As a key member of our leadership team, you will be responsible for driving the seamless onboarding, adoption, and ongoing success of our customers.
This role is critical in driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer activation, and overall customer satisfaction. You will directly lead our regional Enterprise Customer Experience delivery teams, accountable for Implementation, Customer Success, and People Science, in close partnership with Marketing and Sales.
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
- 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
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.
We offer a competitive compensation package, including an Employee Share Options Program, programs, coaching, and budgets to help you thrive personally and professionally, access to external providers for mental wellbeing and coaching support, a Camper Life Allowance, team budgets dedicated to team building activities and connection, intentional quarterly wellbeing pauses, extended year-end breaks, excellent parental leave and in work support program, 5 Social Impact Days a year, MacBooks for you to do your best & a work from home office budget to spend on setting up your home office, and medical insurance coverage for you and your family (Available for US & UK only).
We are committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
