Head of Customer Success – EMEA

A growing enterprise software business is looking for a Head of Customer Success to take ownership of its EMEA client base, making sure customers are properly onboarded, supported, and continue to grow over time.

It’s a hands-on leadership role. You’ll be working with enterprise clients, building out the team, and putting the structure in place to manage customer relationships more consistently across the region.

The Role

You’ll lead the EMEA Customer Success function, with responsibility for retention, expansion, and overall customer experience post go-live. That includes managing key accounts directly, while also building a team and the processes needed to scale. You’ll work closely with Sales, Product, and Support to make sure customers are getting value and that issues are picked up and addressed early.

What You’ll Be Doing

• Lead and develop the EMEA Customer Success team

• Define and execute strategies to drive adoption, retention, and account growth

• Act as a senior point of contact for key enterprise clients

• Build strong, long-term relationships with stakeholders across client organisations

• Work cross-functionally with Sales, Product, and Support to ensure alignment

• Track and improve key metrics around customer health, retention, and expansion

• Establish clear processes for onboarding, training, and lifecycle management

• Represent Customer Success in wider business planning and decision-making

• Feed customer insight back into product and service development

What They’re Looking For

• 6+ years’ experience in customer-facing roles within enterprise software

• At least 2 years’ experience leading teams

• Strong understanding of B2B SaaS environments

• Experience in areas such as AML, fraud prevention, or compliance technology is beneficial

• Track record of driving retention and expansion within enterprise accounts

• Comfortable working with data and using it to manage performance

• Strong communication skills, with the ability to engage senior stakeholders

• Experience across both post-sales and commercial environments is advantageous

Why This Role

You’ll be stepping into a role with real responsibility, owning a region, working with enterprise clients, and building a team that can scale with the business.