Head of Customer Success (EMEA & APAC)

VoucherifySaaS, Incentive Management

PolandFull-TimeSenior

Salary not disclosed

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Job Details

7+ years of experience in SaaS Customer Success leadership.
Proven track record leading CS for complex mid-market and enterprise accounts across EMEA.
Technically fluent with understanding of SaaS products, API-first architectures, and the MACH ecosystem.
Ability to translate technical capabilities into customer success and business outcomes.
Commercially minded with understanding of retention, expansion, and customer value impact on revenue.
Strong cross-functional operator comfortable influencing Product, Sales, and Leadership.
Effective communicator capable of strategic conversations at the executive level.
Data-driven, pragmatic, and customer-obsessed approach to leadership.

Own the EMEA & APAC Customer Success strategy, driving Net Revenue Retention through high customer satisfaction, predictable renewals, faster time to value, and consistent expansion across mid-market and enterprise accounts.
Build and lead a high-performing CS organisation, including Customer Success Managers and Technical Account Managers.
Partner closely with Sales & GTM teams to ensure seamless handovers, value-led renewals, and expansion driven by real customer outcomes.
Act as Customer Success Manager for key accounts, building trusted relationships and guiding customers through complex technical and organisational challenges.
Partner with NA and LATAM counterparts to operationalise excellence by refining onboarding, success plans, health scoring, escalation paths, and playbooks as we scale.
Champion the voice of the customer, turning insights into actionable feedback for Product and Marketing.
Develop customer advocacy through references, case studies, and long-term champions of the Voucherify platform.

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