Head of Customer Success (EMEA & APAC)

The company  is seeking an experienced, proactive leader as our  Head of Customer Success   (EMEA & APAC).

About the role

The company is the Incentive Optimisation Engine for modern growth teams. We help brands like John Deere, Breville, Michelin, and Vodafone move beyond static discounts and loyalty theatre with flexible, API-first incentives that drive real revenue. Built for teams tired of bloated platforms and “points fatigue,” the company enables faster experimentation and continuous optimisation across promotions, referrals, loyalty, and rewards.

We’re founder-led, bootstrapped, and product-obsessed, powering 350+ brands across ecommerce, retail, and digital services. Customer Success is core to how we win — not an afterthought. Our CS team consistently earns top customer satisfaction scores on Capterra, reflecting deep technical expertise, trusted partnerships, and a relentless focus on customer outcomes.

As we continue to grow across EMEA and APAC, we’re looking for a Head of Customer Success to lead, evolve, and elevate our post-sales organisation — ensuring customers realise measurable value and grow with the company over the long term. As a lean, high-impact team, this role also extends into strategic pre-sales: partnering with Sales on complex deals, shaping success expectations early, and ensuring a seamless transition from evaluation to long-term customer outcomes.

Watch: What (the heck) is the company?

What you'll do

As Head of Customer Success (EMEA), you’ll own the full customer lifecycle across the region, from onboarding and adoption to renewal, expansion, and advocacy. Sitting at the intersection of product, revenue, and customer outcomes, this senior leadership role offers real influence over how success is defined, delivered, and scaled in close cooperation with our Sales and Product teams.

The present role blends strategic ownership with hands-on leadership. You’ll be responsible not just for retention metrics, but for building a customer-centric culture that turns product value into durable growth. Our customers rely on us to help them move faster, make smarter incentive decisions, and prove ROI in complex, real-world environments.

Your responsibilities

• 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 the company platform.

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About You

• Experienced CS leader with 7+ years in SaaS and a proven track record leading Customer Success for complex mid-market and enterprise accounts across EMEA.

• Technically fluent, with a strong understanding of SaaS products, API-first architectures, and the MACH ecosystem, and the ability to translate technical capabilities into customer success and business outcomes.

• Commercially minded, understanding how retention, expansion, and customer value connect directly to revenue growth.

• Customer-obsessed but pragmatic: you balance empathy with accountability and data-driven decision-making.

• Strong cross-functional operator: comfortable influencing Product, Sales, and Leadership without formal authority and unafraid to challenge the status quo.

• Effective communicator:

who can engage strategic conversations with customer stakeholders on an executive level.

Compensation & Benefits of working @the company

• Custom benefits package: We cooperate with leading agencies to help you curate benefits and services for you and your family.

• Agency: Shape how Customer Success operates at scale, with real ownership and executive trust. We value autonomy and give you the freedom to do your job your way.

• Stability: We are fully bootstrapped and committed to profitability. You and our clients are our only shareholders, ensuring a healthy work-life balance and long-term security.

• Senior Team: Join a "small but mighty" team known for exceptional customer satisfaction and technical credibility. You will receive ample support during onboarding and have a direct line to company leadership.

• Fully Remote: Enjoy the freedom to manage your schedule. Whether it's a home-cooked lunch or managing errands between tasks, we prioritise results over clock-punching.