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 flexible working, 25+ holidays, wellness activities, and career growth opportunities.
- Other info: Be part of a diverse team and enjoy a supportive work culture.
- 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 51750 - 63250 £ 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
- Holidays: 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
- Opportunities for growth with certifications
- 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
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 in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Adoption, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fourth. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fourth before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Adoption, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fourth:Your cover letter is your chance to shine! Tell us why you want to work at Fourth specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fourth!
How to prepare for a job interview at Fourth
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
