Senior Director of Enterprise Customer Experience, Culture Amp
EMEA
+ Employee share options program.
1-2 days a week in office
Platform for staff surveying & analytics
Job no longer available
Platform for staff surveying & analytics
501-1000 employees
Job no longer available
+ Employee share options program.
1-2 days a week in office
501-1000 employees
Company mission
To build a better world of work by making the power of people analytics accessible to everyone.
Role
Who you are
- The ideal candidate will be a strategic thinker with a customer-first mindset, passionate about building and nurturing high-performing teams
- Demonstrated (10+) years of experience in customer success, implementation, professional services, or related roles within a SaaS company
- Proven track record of achieving GRR, NRR, activation, and customer satisfaction goals
- Strong leadership skills with experience managing cross-functional, multidisciplinary teams
- Excellent communication, negotiation, and relationship-building skills
- Analytical mindset with the ability to leverage data to drive decision-making
- Passion for the customer experience and a commitment to delivering exceptional service
- Experience building and executing strategic customer success initiatives
What the job involves
- The EMEA Head of Enterprise Customer Experience will oversee the seamless onboarding, adoption, and ongoing success of our customers
- This role is crucial in driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer activation, and overall customer satisfaction
- The EMEA Head of Enterprise Customer Experience will directly lead our regional Enterprise Customer Experience delivery teams, accountable for Implementation, Customer Success, and People Science and in close partnership with Marketing and Sales
- This role cares deeply about the employee experience for all of Enterprise Campers (what we call our employees) across the EMEA region
- Lead the evolution of our Customer Experience practices in alignment with our technological and service innovations & executive strategic initiatives to drive business growth and customer satisfaction
- Create & execute the regional strategy within EMEA for Implementation, Customer Success, and Professional Services to achieve GRR, NRR, activation, and customer satisfaction goals. Collaborate with other regional heads (NA/APAC) in ensuring global consistency where needed
- Develop and maintain strong relationships with key customers, promoting deep partnerships and long-term success
- Serve as a visible brand representative and thought leader for Culture Amp by actively spending time in the field and on stage with customers
- Drive thought leadership through speaking engagements, webinars, and industry events
- Assist the sales team in closing new logos and forging deep partnerships with executive stakeholders
- Drive data-driven strategies to enhance performance across all functions by tracking and analyzing key performance indicators (KPIs) across all functions
- Optimize implementation methodologies and tools to improve efficiency and customer outcomes
- Lead the EMEA Customer People Science team to deliver solutions and services that drive value for our customers
- Oversee the renewals process to ensure high customer retention rates. Leaning into contract negotiations, ensuring favorable terms and long-term customer satisfaction when needed for complex/escalated negotiations
- Connect and motivate a highly engaged team that delivers sustained, high performance
- Invest in team development through training, mentorship, and career advancement opportunities
Salary benchmarks
Our take
The so-called ‘Great Resignation’ highlighted what top companies have understood for years - that perhaps even more important than technology or branding, a company’s most valuable asset is its people. Culture Amp is an HR tech startup helping companies protect and enhance that value.
From its start as a survey platform, Culture Amp has grown to encompass analytics for managers, like turnover prediction and team goal tracking. It differentiates itself through a team of “People Scientists" - organizational and behavioral psychologists who design surveys, work in its product team as analysts and serve as consultants for clients.
Culture Amp's unique insights have made major impacts inside boardrooms globally, but lately the company has seen slowing growth and persistent losses (as workplaces shift from culture and DEI). Despite this, the founder and former CEO insists the Unicorn is in a great place to continue pushing its mission, even in this more difficult economic environment.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$100m
SERIES F
Sep 2019
$82.5m
SERIES E
Total funding: $279.8m
Company benefits
- MacBooks for you to do your best work
- Share Options - it’s important to us that everyone is an owner and can share in our success
- Medical insurance - for you and your family so you can feel safe in these uncertain times
- Excellent parental leave and in work support programme, - for those families to be
- Flexible working schedule - where we can, let’s make work, work for you
- Fun and inclusive digital, and (in the future) in-person events
- Work from home opportunities
Company HQ
London, UK
Leadership
Didier Elzinga
(Co-Founder & Executive Chairman)Former CEO of the company. Previously Advisor at Centor for 9 years and Non-Executive Director at Tourism Australia for 4 years.
Douglas English
(Co-Founder & CTO)Previously Solutions Architect at National Australia Bank for 5 years and Information Specialist at EDS for 1 years.
Rod Hamilton
(Co-Founder & Board Member)Former CPO of the company. Previously Principal Consultant at Unico for 4 years and Consultant at Accenture for 4 years.
Caroline Rawlinson
(CEO)Began as Chief Financial and Operational Officer in 2024, becoming CEO in 2026. Previously CFO then COO of MYOB, CFO at Trade Me and Formica Asia.
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