At a Glance
- Tasks: Lead customer adoption strategies and drive revenue retention for EMEA's SMB segment.
- Company: Join Fourth, a global leader in restaurant and hospitality management technology.
- Benefits: Enjoy 25+ holidays, flexible working, wellness activities, and career growth opportunities.
- Other info: Be part of a diverse team with excellent career development and support.
- Why this job: Make a real impact in a dynamic role with a focus on customer success.
- Qualifications: Proven leadership in SaaS customer success and strong commercial acumen required.
The predicted salary is between 75600 - 92400 £ per year.
Our Story
In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
Position Overview
The Head of Customer Adoption, EMEA is a senior leadership role owning the Independent and SMB segments of Fourth's EMEA customer base — approximately 25% of EMEA revenue. The role leads Independent Customer Care, SMB Customer Adoption, and Digital Customer Success across engagement models from tech-touch to relationship-hybrid, building an adoption- and ROI-focused CS model in partnership with the Senior Director, Customer Success, EMEA. Success is measured by Net Revenue Retention across the portfolio.
Primary Responsibilities
- Leadership & Team Development
- Lead and coach the Customer Adoption, Digital CS, and Customer Product Marketing teams
- Set performance expectations aligned to each role's engagement model and commercial outcomes
- First escalation point for complex customer, commercial, and team-level challenges
- Commercial Ownership & Revenue Retention
- Own NRR/GRR across the SMB and transactional portfolio (~25% of EMEA revenue)
- Build frameworks to identify, qualify, and convert expansion opportunities
- Report retention performance, at-risk accounts, and pipeline to the Senior Director of CS
- Tech-Touch Strategy & Digital CS Collaboration
- Partner with the Digital CSM to design, deploy, and iterate automated, self-serve programmes
- Champion data-driven engagement using usage data, health scores, and churn signals
- Adjust the tech-touch/human balance by segment, lifecycle stage, or market condition
- Adoption & ROI-Focused CS Model
- Champion an adoption-first, ROI-focused philosophy across the team
- Own the adoption maturity framework and segmentation logic with the Digital CSM
- Monitor adoption metrics, flag underperforming cohorts, and design targeted interventions
- Customer Escalation & Advocacy
- Senior escalation point for complex Independent & SMB situations
- Voice of the transactional/SMB customer to Product, Marketing, and CS leadership
- Uphold a customer-first mindset with strong CSAT/NPS and consistent service standards
- Cross-Functional Collaboration
- Align Customer Adoption with EMEA strategy alongside EMEA Leadership
- Represent SMB in Product and Marketing planning — roadmap, campaigns, engagement
- Partner with Emerging & Enterprise CS on smooth tier transitions, up and down
Key Skills and Competencies
- Proven senior CS leadership track record in SaaS/tech
- Led diverse teams across tech-touch and relationship-led engagement models
- Strong commercial acumen — owns NRR/GRR and renewal pipelines
- Deep expertise in tech-touch/digital-first CS models at scale
- Credible senior communicator, comfortable with escalations and C-suite
- Analytically fluent — uses data and commercial metrics to drive decisions
Preferred Experience and/or Qualifications
- Hospitality industry background or strong familiarity
- Led a function spanning multiple sub-segments with distinct dynamics
- Built or scaled a Digital CS capability
- Experience with a Customer Advisory Board or equivalent strategic forum
Benefits
- 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays
- Flexible working hours and hybrid working environments
- Wellness activities and gym subscription discounts
- Laptop and equipment provided
- Healthcare expense claim tools
- Annual meet ups
- Enhanced parenting scheme
- Cycle to work scheme and season ticket loan provided
- Pension and life insurance options
- On demand pay tools for early salary access
All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it.
Fourth is an Equal Opportunity Employer. All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.
Head of Customer Adoption, EMEA employer: Fourth
Fourth is an exceptional employer located in Macclesfield, offering a supportive work culture that prioritises employee growth and development. With flexible working hours, comprehensive benefits including wellness activities and professional certifications, and a commitment to diversity and inclusion, this role as a Support Specialist provides a meaningful opportunity to contribute to customer satisfaction while advancing your career within a dynamic team.
