Head of Customer Experience, EMEA New London

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.

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.

What You Will Do:

• Lead the Regional Strategy: Own the EMEA Region by defining the post‑sales strategy for the region, adapting global playbooks to fit the nuances of the UK, DACH, and emerging markets.
• Executive Partnership: Be the primary counterpart to the VP of Sales, EMEA, aligning on everything from forecast accuracy to go‑to‑market strategy.
• Unlock Collective Potential: Lead a diverse organisation comprising three distinct functions (Customer Success, Renewals, and People Science) to ensure they operate as one cohesive engine.
• Elevate Leadership Capability: Manage a mature team of Directors and Managers, coaching your leaders to break down internal silos and run their respective functions with high autonomy and impact.
• Drive Commercial Rigour & Operational Excellence: Own the EMEA’s Gross Retention (GRR) and Net Retention (NRR), ensuring predictability in a complex market.
• Build for Scale: Identify friction in the customer journey and build the operational infrastructure to remove it.
• Foster a High‑Performance Culture: Build a resilient culture that thrives on accountability and transparency.
• Customer Executive Sponsorship: Serve as the final point of escalation and strategic partner for our largest EMEA customers.

What You Bring to the Role:

• Significant experience in B2B SaaS at a senior management level, with extensive experience managing "leaders of leaders" (Directors/Managers).
• Experience managing diverse functions beyond just "CS," including Renewals/Forecasting.
• A track record of stepping into complex operational environments and implementing the structure needed to scale.
• Comfort owning a retention number and partnering with Sales to drive expansion.
• Understanding of the complexity of the EMEA market and successfully navigating cultural and commercial nuances.
• This role is based in our London hub, with readiness to travel across the region.

We believe that our employees are the heartbeat of our success. We’re committed to fostering a work environment that truly 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.
• 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.
• Team budgets dedicated to team building activities.
• Intentional quarterly wellbeing pauses.
• Extended year‑end breaks.
• Excellent parental leave and in work support program available from day 1.
• 5 Social Impact Days a year.
• MacBooks and a work from home office budget.
• Medical insurance coverage for you and your family (Available for US & UK only).

Additionally, we are committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. We have a strong commitment to Anti‑Racism, and endeavour to lead by example.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com.