Head of Customer Success - EMEA in City of Westminster

At Statista, we’re all about facts and data, for we are the world's leading business data platform. By providing reliable and easy‑to‑use data as well as various data analytics products and services, we empower people worldwide to make fact‑based decisions. Founded in Hamburg in 2007, we have quickly grown into a global company with offices in major cities such as London, New York, Berlin and Tokyo. Our constant growth does not only prove our success, but also keeps creating new development and career opportunities for our employees. We value and celebrate our diverse culture. You are welcome here for who you are, no matter where you come from, what you look like, or whether you prefer bar graphs to pie charts. Your story matters – keep writing it as part of our team.

Your responsibilities:

• This is a genuine build role. Statista EMEA has a committed and capable Customer Success team, but the regional function has operated without dedicated leadership. You will be the first Head of Customer Success EMEA — and you will shape what effective CS leadership and execution look like for the region, working within Statista’s global strategy and policies.
• Your mandate is twofold: protect and strengthen GRR across our KAM and Scale segments in 2026, while building and embedding the EMEA CS operating model that will support NRR growth from 2027 onwards.
• You will report directly to the VP Sales EMEA, sit on the EMEA commercial leadership team, and work closely with global leaders to align regional execution with Statista’s broader CS strategy and standards.
• We are building the Bow Tie — a full‑lifecycle commercial model running from Acquire through Land, Onboard, Impact, and Expand. CS is the engine of the right side of that model.

What Success Looks Like — First 12 Months:

• Installed a health‑scoring, segmentation, and early‑warning system that gives us clear sight of renewal risk across the base.
• Built and embedded a QBR framework and onboarding playbook that CSMs operate consistently.
• Improved GRR through structured adoption, value‑realisation, and intervention motions.
• Created a use‑case and outcomes library that makes renewal conversations easy and expansion conversations natural.
• Defined the 2027 CS investment case — particularly Scale segment coverage and the NRR growth model.

What You Will Own:

• Architect the EMEA CS Operating Model.
• Design and install the EMEA CS operating model: coverage criteria, account segmentation, QBR framework, health scoring, and onboarding playbook.
• Adapt, embed, and operationalise the Onboard → Impact → Expand motion for EMEA, implementing the regional model in Salesforce in alignment with global standards.
• Build the use‑case and outcomes library — the evidence base that makes renewals easy and expansion natural.
• Define coverage economics — which accounts receive active CS support, at what intensity, and why.
• Partner with the VP Sales EMEA on the 2027 NRR growth strategy, including the Scale segment CS investment decision.

Protect GRR in 2026:

• Own the EMEA renewal and churn‑prevention motion across KAM and Scale segments.
• Build an early‑warning system for at‑risk accounts — signals, escalation paths, and intervention playbooks.
• Partner with KAM and Scale AMs to ensure seamless handoffs and joined‑up client coverage.
• Drive platform adoption and value realisation — the foundation of every renewal conversation.

Drive Commercial Outcomes:

• Drive NRR outcomes across your segment by strengthening renewal readiness and surfacing expansion opportunities.
• Renewals are the floor; expansion is the ceiling.
• Identify expansion signals within the existing base and create structured handoffs to KAM and Scale AEs.
• Champion the full platform — Statista core, Statista Connect, and Statista+ — in every client conversation.

Lead and Develop the EMEA CS Team:

• Own the leadership, coaching, and performance management of the EMEA CSM team.
• Build a coaching standard grounded in outcomes, value realisation, and consultative client engagement.
• Develop the team’s ability to run structured discovery, surface latent needs, and connect Statista’s platform to client business problems.

Commercial Accountability:

• You will own the EMEA CS strategy and tactical plan, including the regional renewal‑risk framework, adoption model, value‑realisation motion, and expansion‑signal process.
• You will operate within Statista’s global CS strategy and policies, working closely with global leaders and bringing regional insight to help shape their continued evolution.
• You will partner closely with KAM and Scale leadership, who retain ownership of commercial negotiation, renewal close, and expansion close.
• Success depends on a joined‑up operating model across CS, KAM, and Scale.

What We Are Looking For:

• Essential: Substantial experience in B2B Customer Success, including responsibility for leading teams and improving retention, adoption, and expansion outcomes in a subscription‑based business.
• Proven track record of protecting and growing GRR — and a clear understanding of the levers that drive it.
• Evidence of building or significantly improving a CS function — segmentation, coverage models, health scoring, QBR frameworks, onboarding playbooks, and escalation processes.
• Demonstrated improvement in GRR, NRR, adoption, or time‑to‑value in a comparable environment.
• Experience leading change across CS, Sales, RevOps, and Product — you understand that CS outcomes depend on cross‑functional alignment.
• Strong commercial instinct — you understand that CS is a revenue function, not a support function.
• Excellent discovery and consultative skills — you can run a client conversation that uncovers problems the client has not yet articulated.

Desirable:

• Experience in data, intelligence, research, or information services.
• Experience translating a CS operating model into Salesforce and, where relevant, a CS platform such as Gainsight, ChurnZero, Totango, or a comparable tool.
• Exposure to the Bow Tie or flywheel commercial model.
• Experience working across multiple European markets.

What we offer:

• In addition to our great team, culture, and our shared goal of empowering people with data, there are many other things that make Statista a great place to work!
• Join us and benefit from:
• Work from abroad up to 30 calendar days a year.
• Hybrid work and flex‑time.
• International team and social events.
• Subsidized urban mobility and access to fitness and wellness options.
• Free access to Langdock and all its amazing functionalities.
• Career & training opportunities.
• Attractive locations and modern offices.
• Mental health support with OpenUp.

Some of the benefits listed here apply only to the German entity and to Junior‑level roles or above.