Head of Customer Experience, EMEA

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams.

The Opportunity

We are looking for a Senior Director to lead our EMEA Customer Experience organisation—a strategic leadership role that serves as the "General Manager" for our post-sales business in the region. This is a rare opportunity to lead the full customer lifecycle under one roof. You will oversee a unified organisation of 18 Campers across the region, managing 5 direct reports (Directors and Managers) across three distinct functions: Customer Success, Renewals, and People Science. With this strong structural foundation already in place, your focus shifts immediately to impact and orchestration. You will have the autonomy to refine how these diverse capabilities work together, turning a collection of strong functions into a unified competitive advantage for the EMEA region.

What You Will Do

• Lead the Regional Strategy: Own the EMEA Region: define the post-sales strategy for the region, adapting global playbooks to fit the nuances of the UK, DACH, and emerging markets. Operate with significant autonomy to drive regional growth. Executive Partnership: be the primary counterpart to the VP of Sales, EMEA. Align on forecast accuracy and go-to-market strategy to ensure a seamless "One Culture Amp" experience from prospect to advocate.
• Orchestrate a Unique Multi-Disciplinary Team: Unlock Collective Potential: lead a diverse, solid-line organisation comprising Customer Success, Renewals, and People Science. Unify these capabilities to function as one cohesive engine. Elevate Leadership Capability: manage Directors and Managers, coaching leaders to break down silos, partner with Sales, and run functions with high autonomy and impact.
• Drive Commercial Rigour & Operational Excellence: Own the Number: responsible for EMEA’s Gross Retention (GRR) and Net Retention (NRR), with a rigorous forecasting cadence for predictability in a complex market. Build for Scale: identify friction in the customer journey and build the operational infrastructure to remove it, addressing onboarding handoffs, negotiations, and cross-border complexities.
• Foster a High-Performance Culture: Lead through Change: build a resilient culture of accountability and transparency, coaching Directors and People Leaders to be true business owners. Customer Executive Sponsorship: act as the final point of escalation and strategic partner for the largest EMEA customers, navigating complex negotiations and C-level relationships.

What You Bring To The Role

• Senior Leadership: significant experience in B2B SaaS at a senior management level, with extensive experience managing leaders of leaders (Directors/Managers). Experience with large P&Ls and distributed teams across the EMEA region.
• Multi-Function Fluency: experience managing diverse functions beyond CS, including Renewals/Forecasting, and leading technical or advisory teams (Professional Services, Consulting, or People Science).
• The "Fixer/Builder" DNA: track record of diagnosing root causes and implementing structures to scale in complex operational environments.
• Commercially Assertive: comfortable owning a retention number and partnering with Sales to drive expansion while protecting the base; able to negotiate with Procurement or CHRO.
• Regional Market Mastery: understanding of the EMEA market, navigating cultural and commercial nuances across the UK and Continental Europe.
• London-Based & Mobile: based in our London hub, willing to travel regionally and globally for meetings and executive planning.

We believe that our employees are the heartbeat of our success. We’re committed to fostering a work environment that 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: ownership 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.
• Monthly Camper Life Allowance to spend on improving your experience outside work.
• Team budgets for team building and connection.
• Quarterly wellbeing pauses: company-wide days to reset and rest.
• Extended year-end breaks.
• Excellent parental leave and in-work support from day 1.
• 5 Social Impact Days per year.
• MacBooks and home office budget.
• Medical insurance coverage for you and your family (US & UK).

We’re committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities. We have a strong Anti-Racism commitment and invite you to review our current commitments. If you require reasonable accommodations during the application process, contact accommodations@cultureamp.com. Culture Amp will retain your CV and information for a period of two years (four years for the US) from the date of your application. For more details see our privacy policy.