Head of Customer Success, EMEA

About the Company

The company offers a collaborative AI workspace designed to help teams and agents work together in one shared environment. It brings knowledge, projects, meetings, and AI tools into a single place so work feels more connected, efficient, and less scattered. The platform is used by individuals, small teams, and large enterprises alike.

Employees are expected to act as the first users of the product and help shape the future of work through strong craftsmanship, durable product thinking, and a belief that meaningful work remains deeply human. The broader mission is to help customers spend less time on busy work and more time on what matters most.

Role Overview

This position is for a customer-first, commercially minded leader who will own Customer Success across EMEA. The role reports to the Global Head of Customer Success and is responsible for guiding experienced teams that support customer adoption and growth. The leader will also represent the company’s vision for a connected workspace across the region.

What You Will Do

• Set direction for the EMEA Customer Success function and align it with company-wide goals around adoption, retention, and expansion.
• Lead and coach Customer Success Managers working across scaled and dedicated engagement models in EMEA.
• Work closely with Sales, Solutions Engineering, and Professional Services to create a smooth onboarding experience and deliver value throughout the customer journey.
• Build strong executive-level relationships with key accounts, collect customer feedback, and bring market insights back into the organisation to improve the product.
• Create and improve KPI and OKR frameworks that support fact-based decision-making and help identify risk or growth opportunities early.
• Own retention and expansion performance across a multi-million-dollar portfolio of business.
• Improve internal processes by using customer success platforms and related tools to increase team efficiency.

Candidate Profile

The right candidate will bring significant leadership experience in Customer Success or go-to-market functions within a fast-scaling SaaS environment, ideally with strong exposure to post-sale customer motions. Experience working with a range of customer segments, including commercial and enterprise accounts, is important, as is comfort partnering with multiple internal teams.

Success in this role also requires strong leadership presence, the ability to hire, motivate, develop, and keep top performers, and a deep customer-first mindset. The ideal person will be analytical, operationally disciplined, systems-oriented, adaptable, and comfortable learning from setbacks. Curiosity about AI tools and willingness to use them to improve work outcomes is also expected.

Compensation and Benefits

The total on-target earnings for this role are estimated at €187,000 to €209,000 per year, including base pay and incentive compensation. Final compensation depends on several factors, including location, scope of the role, and the candidate’s experience and expertise. The employer also offers a competitive package that includes cash compensation, equity, and benefits.

Application and Policy Notes

By submitting an application, candidates acknowledge that their information will be collected and processed in line with the employer’s global recruiting privacy policy.

AI Expectations

Deep AI expertise is not required for every position, but the organisation expects employees to be curious, experimental, and open to using AI as a practical collaborator in their day-to-day work. In some roles, AI fluency may be required explicitly.

Equal Opportunity and Accommodations

The employer welcomes applicants from diverse backgrounds and encourages people to apply even if they do not meet every listed qualification. Hiring decisions are made without discrimination based on legally protected characteristics. The company also considers qualified applicants with criminal histories where permitted by law and provides reasonable accommodations during the hiring process for candidates who need them.

The organisation further states that it does not discriminate based on race, colour, religion, national origin, age, sex, pregnancy-related conditions, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other protected characteristics. Support is available for applicants who need help or accommodations due to a disability or disability-related condition.