Head of Customer Experience, EMEA

Join us on our mission to make a better world of work. 

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

The Opportunity

We are looking for a Senior Director to lead our EMEA Customer Experience organisation—a strategic leadership role that serves as the "General Manager" for our post-sales business in the region.

This is a rare opportunity to lead the full customer lifecycle under one roof. You will oversee a unified organisation of ~18 Campers across the region, managing 5 direct reports (Directors and Managers) across three distinct functions: Customer Success, Renewals, and People Science.

With this strong structural foundation already in place, your focus shifts immediately to impact and orchestration. You will have the autonomy to refine how these diverse capabilities work together, turning a collection of strong functions into a unified competitive advantage for the EMEA region.

We need a leader who operates with high autonomy. Because your executive leadership is based in North America and APAC, you will be the primary decision-maker for the region. You will partner intimately with the RVP of Sales, EMEA, to co-lead the market, ensuring that the promise we sell is the reality we deliver.

What You Will Do

• Lead the Regional Strategy
  • Own the EMEA Region: You will define the post-sales strategy for the region, adapting global playbooks to fit the nuances of the UK, DACH, and emerging markets. You are expected to operate with significant autonomy, making high-velocity decisions to drive regional growth.
  • Executive Partnership: You will be the primary counterpart to the VP of Sales, EMEA. This is a high-trust partnership where you will align on everything from forecast accuracy to go-to-market strategy, ensuring a seamless "One Culture Amp" experience from prospect to advocate.
• Orchestrate a Unique Multi-Disciplinary Team
  • Unlock Collective Potential: You will lead a diverse, solid-line organisation comprising three distinct functions (Customer Success, Renewals, and People Science). Your mandate is to unify these capabilities, ensuring they operate as one cohesive engine rather than siloed workstreams. You will drive the strategy for how these teams collaborate to deliver a differentiated customer experience.
  • Elevate Leadership Capability: You will manage a mature team of Directors and Managers. Your role is to be a force multiplier—coaching your leaders to break down internal silos, partner effectively with Sales, and run their respective functions with high autonomy and impact.
• Drive Commercial Rigour & Operational Excellence
  • Own the Number: You are responsible for EMEA’s Gross Retention (GRR) and Net Retention (NRR). You will bring a rigorous forecasting cadence to the region, ensuring predictability in a complex market.
  • Build for Scale: We are in a phase of evolution. You will identify friction in the customer journey—whether in onboarding handoffs, commercial negotiations, or cross-border complexities—and build the operational infrastructure to remove it. We need a leader who enjoys the "messy middle" of scaling a business.

• Foster a High-Performance Culture
  • Lead through Change: You will build a resilient culture that thrives on accountability and transparency. You will coach your Directors and People Leaders to be true business owners, elevating the skill floor of the entire organization.
  • Customer Executive Sponsorship: You will serve as the final point of escalation and strategic partner for our largest EMEA customers, navigating complex commercial negotiations and C-level relationships across diverse cultural landscapes.

What You Bring to the Role

• Senior Leadership: Significant experience in B2B SaaS at a senior management level, with extensive experience managing "leaders of leaders" (Directors/Managers). You have managed large P&Ls and distributed teams across the EMEA region.
• Multi-Function Fluency: You have experience managing diverse functions beyond just "CS." You understand the mechanics of Renewals/Forecasting and have experience leading technical or advisory teams (Professional Services, Consulting, or People Science).
• The "Fixer/Builder" DNA: You don't wait for a playbook; you write it. You have a track record of stepping into complex operational environments, diagnosing root causes, and implementing the structure needed to scale.
• Commercially Assertive: You are comfortable owning a retention number. You understand how to partner with Sales to drive expansion and protect the base, and you can hold your own in a negotiation with a Procurement team or a CHRO.
• Regional Market Mastery: You understand the complexity of the EMEA market. You have successfully navigated the cultural and commercial nuances of doing business across the UK and Continental Europe.
• London-Based & Mobile: This role is based in our London hub. You are ready to travel across the region to meet with teams and customers, as well as travel globally for executive planning sessions.

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are: 

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only) 

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. 

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!

If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process—and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact privacy@cultureamp.com.