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About the Role

Lead our EMEA customer base and team, ensuring clients derive maximum value, foster growth, and maintain long-term engagement. This role blends strategy, people management, and client relations, involving setting direction, building a high-performing team, and serving as a trusted partner to key customers.

Responsibilities

• Act as the primary advocate and point of contact for the EMEA client base.
• Own customer retention, growth, and health across the region.
• Build strong relationships with senior stakeholders, including Director, VP, and C-suite levels.
• Identify opportunities for account growth and collaborate with the Sales team on expansion strategies.
• Shape customer success initiatives, including processes, lifecycle management, and client engagement strategies.
• Monitor key data points such as NPS, churn, and adoption to drive improvements.

Requirements

• Previous experience with enterprise-level Customer Success teams, ideally at a Director level or equivalent.
• Proven ability to balance customer experience with commercial impact.
• Skilled in both hands-on execution and strategic direction setting.
• Demonstrated enjoyment in building teams and fostering professional development.
• Experience in SaaS, retail, or data/analytics sectors.
• Fluency in multiple languages is advantageous.

Location

• EMEA

Work Type

• Hybrid work model (typically 2 days in office)
• Work from anywhere policy
• Summer hours

Experience Level

• Director level or close to it

Benefits

• 25 days annual leave (+ bank holidays), increasing with service.
• Extra day off for your birthday.
• Private Medical Insurance.
• Healthcare cash plan.
• Mental health support via Help@Hand.
• Workspace assessment for home setup.
• Paid volunteer days.
• Charity donation matching.
• Give as You Earn scheme.
• Car purchase scheme.
• Access to online benefits platform with gym discounts.

About the Company

• Helping retailers act on what matters.

Equal Opportunity

• Retail Insight is committed to promoting equal opportunities in employment.
• All employees and job applicants will receive equal treatment.
• Actively seeking to create an environment where everyone feels respected, supported, and encouraged to contribute their best work.