EMEA Senior Customer Value & Growth Leader

Globality; Greater London; Hybrid; GBP 110,000 - 170,000; Full time

Job summary

Globality is seeking a Sr. Customer Value Manager to own a portfolio of enterprise client relationships and to lead a team of Customer Success professionals in EMEA. This player/coach role will carry strategic accounts while establishing standards for delivering customer value and driving expansion.

You will own expansion goals for your region and scale value across EMEA. Your mandate is measurable value realization, defining success with each client, quantifying savings and time improvements,

Qualifications

• 6+ years in customer success or related client-facing roles with retention and expansion outcomes for enterprise accounts
• Experience in procurement and sourcing is required
• 2+ years in mentoring or leading team members
• Experience building processes, teams, and customer programs for growing regions, ideally EMEA
• Demonstrated success growing revenue within existing accounts and tying product usage to measurable outcomes
• AI-forward mindset applied to account management and leadership
• Ability to influence stakeholders up to C-suite using health, usage, and financial metrics
• Undergraduate degree in engineering, economics, supply chain, or business

Responsibilities

• Define value realization strategy for accounts and present outcomes to executive sponsors
• Own expansion goals and build growth plans across categories and regions
• Manage RNR, retention, expansion pipeline, NPS, and account health with actionable insights
• Build trusted advisor relationships with procurement, finance, and business stakeholders
• Support enterprise-wide adoption with the implementation team and escalate adoption risks as needed
• Collaborate with sales, product, and engineering to translate customer input into roadmap improvements
• Lead and coach the EMEA Customer Success team, including hiring and development
• Create scalable processes and playbooks for value reviews, health scoring, renewal readiness, and expansion plays across EMEA
• Run account and pipeline reviews and model best practices for client moments
• Build and grow an EMEA customer community and turn engagement into advocacy and expansion opportunities

Skills

Customer success

Account management

Team leadership

Expansion planning

NRR/GRR/NPS analytics

Stakeholder management

AI in account management

C‑suite engagement

Education

Undergraduate degree

Tools

PowerPoint

Excel

Word

CRM systems

BI tools

Job description

Globality is seeking a Sr. Customer Value Manager to own a portfolio of enterprise client relationships and to lead a team of Customer Success professionals in EMEA. This player/coach role will carry strategic accounts while establishing standards for delivering customer value and driving expansion.

You will own expansion goals for your region and scale value across EMEA. Your mandate is measurable value realization, defining success with each client, quantifying savings and time improvements,