Senior Director, Enterprise Customer Experience Lead
1 month 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.
The ideal candidate will be a strategic thinker with a customer-first mindset, passionate about building and nurturing high-performing teams. You will be responsible for creating and executing the regional strategy within EMEA for Implementation, Customer Success, and Professional Services to achieve GRR, NRR, activation, and customer satisfaction goals.
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
- 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
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. In addition to providing a competitive compensation package, some of the key benefits we offer are:
- 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)
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.
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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.The ideal candidate will have a proven track record of achieving Gross...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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.The ideal candidate will have a proven track record of achieving Gross...
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Senior Director, Enterprise Customer Experience Lead
2 months ago
London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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 ResponsibilitiesLead the evolution of our Customer Experience practices in...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe are seeking an 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),...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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 crucial in driving Gross Revenue Retention (GRR), Net Revenue...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe 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 crucial in driving Gross Revenue Retention (GRR), Net Revenue...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe are seeking an 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 crucial in driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR),...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe are seeking an 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 crucial in driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR),...
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London, Greater London, United Kingdom Culture Amp Full timeAbout the RoleWe are seeking an 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),...
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