EMEA CS Leader: Grow Strategic Enterprise Accounts

Lumaai; Greater London; On-site; GBP 150,000 - 210,000; Full time

Job summary

Lumaai is seeking a hands-on, senior leader to head the EMEA Customer Success organization from London. You will lead a small team of senior CSMs and scale to 10 in the next year, while staying deeply involved with the region's most strategic accounts.

You'll own hiring, onboarding, coaching, and performance management, turning individual practices into a scalable operating system with robust account planning, escalation, and reporting structures across EMEA.

Qualifications

• 10+ years of experience in Customer Success or closely related client-facing function with team leadership responsibility.
• Proven track record building and developing CS teams with retention and growth of reports.
• Experience holding senior relationships at large enterprise or agency accounts, including challenging conversations.
• Demonstrated ability to systematize work and create repeatable processes.
• Strong operational leadership and ability to own outcome metrics beyond activity metrics.

Responsibilities

• Lead the EMEA Customer Success team, including hiring, onboarding, coaching, performance management, and career development for senior CSMs.
• Maintain senior relationships in the region and intervene on strategic accounts as needed.
• Decide where the team should focus time and which initiatives to standardize versus customize.
• Develop account planning, escalation, and reporting processes to scale with headcount growth.
• Own performance outcomes such as net revenue retention, renewal rates, health scores, and escalation resolution for the accounts covered.
• Drive usage growth across more teams, markets, and use cases in existing accounts.

Skills

Customer Success leadership

People management

Executive stakeholder management

Senior enterprise relationships

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

CRM platforms

Job description

Lumaai is seeking a hands-on, senior leader to head the EMEA Customer Success organization from London. You will lead a small team of senior CSMs and scale to 10 in the next year, while staying deeply involved with the region's most strategic accounts.

You'll own hiring, onboarding, coaching, and performance management, turning individual practices into a scalable operating system with robust account planning, escalation, and reporting structures across EMEA.