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About the Role
This is a hands-on leadership role at the center of our EMEA Customer Success organization, leading a small, senior team with the intention to double in size. You will be based in London and work with enterprise customers across EMEA.
Responsibilities
- Lead the EMEA Customer Success team, owning hiring, onboarding, coaching, performance management, and career development.
- Stay personally engaged in the region's most strategic accounts, holding senior relationships and stepping in when needed.
- Decide where the team's time goes, prioritizing accounts, enablement work, and defining repeatable motions.
- Build account planning, escalation, and reporting processes to enable team scaling.
- Own performance outcomes for accounts, including net revenue retention, retention rates, health score distribution, and escalation resolution.
- Grow usage within existing accounts across more teams, markets, and use cases.
- Partner cross-functionally with Sales, Forward Deployed Creatives, and Product.
- Identify and develop talent, building a bench of strong individual contributors and emerging player-coaches.
- Lead hiring for the team as it scales, setting an explicit bar for senior CSMs.
- Set and maintain a high standard of execution across the team.
- Serve as a senior point of escalation for complex customer situations.
- Contribute to CS strategy with a ground-level view of team capability and customer patterns.
Requirements
- 10+ years of experience in Customer Success or a closely related client-facing function.
- Substantial experience leading teams of senior individual contributors with direct accountability for performance outcomes.
- Proven people manager with experience building and developing CS teams.
- Track record of navigating performance conversations with directness and care.
- Record of personally holding senior relationships at large enterprise or agency accounts.
- Evidence of making a team's work repeatable by implementing a system.
- Strong operational leader comfortable owning outcome metrics.
- Ability to lead people who know their job well in a region removed from headquarters.
- Comfortable operating across multiple markets within the region.
- Effective cross-functional partner working well with Sales, Product, and GTM leaders.
- Comfortable operating in a scaling environment where structure, tooling, and process are being refined.
Skills
- Customer Success
- Team Leadership
- Hiring
- Onboarding
- Coaching
- Performance Management
- Career Development
- Account Management
- Relationship Building
- Process Improvement
- Operational Excellence
- Cross-functional Collaboration
- Talent Development
- Strategic Planning
- CRM
- Customer Success Tooling
- Advertising Agencies
- Brand Marketing
- Creative Technology
- Generative AI
- Product-Led Growth
- European Languages
Location
- London
- Munich
Work Type
- Full-time
Experience Level
- Senior
- 10+ years
About the Company
- High-growth startup environment.
- Focus on creative technology, generative AI, or product-led growth.