We are seeking a dynamic Lead of Customer Success to drive and inspire our EMEA team. This role is at the forefront of driving customer satisfaction, retention, and growth in a rapidly evolving industry. You will work closely with cross-functional teams to create exceptional experiences, foster long-term client relationships, and contribute to our strategic vision. This is a pivotal role offering the opportunity to innovate and lead a high-impact team in a global organization.

Responsibilities

• Develop and execute the EMEA customer success strategy to ensure customer satisfaction, retention, and expansion.
• Build, mentor, and manage a high-performing customer success team across the region.
• Partner with sales, marketing, and product teams to align customer success initiatives with company goals.
• Own key metrics, including Net Revenue Retention (NRR) and Customer Lifetime Value (CLV).
• Lead escalation processes, ensuring swift and effective resolution of customer concerns.
• Drive customer feedback initiatives to inform product development and innovation.
• Represent the voice of the customer at the executive level, shaping strategic decisions.

Qualifications

• Education: Bachelor’s degree in business, Management, or a related field (MBA preferred).
• Experience: 10+ years in customer success, account management, or a related field, with at least 5 years in a leadership role in the region of EMEA.
• Industry Expertise: Experience in SaaS, technology, services or related sectors.
• Technical Skills: Proficiency in customer success platforms (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce).
• Personal Attributes: Exceptional leadership, communication, and problem-solving skills. Proven ability to inspire teams and foster a culture of collaboration.
• Travel Requirements: 25% travel across EMEA; hybrid working model with flexible remote options.

This role is perfect for a results-driven leader passionate about delivering value to customers while driving organizational growth.

Perks & Benefits

• A permanent, full-time position with a hybrid working model.
• A complete benefit package to complete your salary and quarterly bonus (sick days, 25 days of vacation, meal allowance, ticket restaurant and others).
• A position in a highly professional and globally respected market research and advisory firm, where initiative leading to results is rewarded.
• You will be a part of a vibrant team that excels in delivering customer demands for decades and continues to service customer requirements through tailor-made solutions locally, regionally and globally.