Sr. Customer Value Manager

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 the autonomous sourcing platform to manage the entire intake to award process.

At Globality, we build agentic technology that transforms how global enterprises source goods and services — autonomously, at scale, and without the inefficiencies that have defined procurement for decades. Our platform interprets purchase intent, generates sourcing materials, evaluates suppliers, and executes negotiation strategies without manual intervention.

The Role

Globality is looking for a Sr. Customer Value Manager to own a portfolio of enterprise client relationships (typically Fortune 500 and Global 2000 corporations) and to build and lead a team of Customer Success professionals in EMEA. This is a player / coach role. You will carry your own strategic accounts while setting the standard for how the team proves and grows customer value. You will own expansion goals for your region and build the processes and customer community that scale value across EMEA.

Your mandate is measurable value realization. You will define success with each client, quantify the savings, cycle‑time improvement, and spend under management that Glo delivers, present those outcomes to executive sponsors, and use that proof to identify expansion opportunities. You will be accountable for the results of both your own portfolio and your team's.

What You Will Do

Drive value and expansion

• Own the value realization strategy for your accounts. Set success criteria with each client, track realized value, and present outcomes to executive sponsors on a regular cadence.
• Own expansion goals for your portfolio and your team's. Build account growth plans that identify whitespace across categories, business units, regions, and spend types, and build pipeline with sales and partner teams.
• Own and report on NRR, gross retention, expansion pipeline, NPS, and account health, translating the data into actions that improve client outcomes.
• Build trusted advisor relationships with procurement leaders, finance, and business stakeholders.

Support adoption and advise as a hands‑on partner

• Partner with the implementation team to support clients through enterprise-wide adoption, contributing to training, flagging adoption risks early, and supporting escalations. Implementation delivery is owned by the implementation team.
• Solve complex client needs with existing Glo 2.0 functionality, and share structured customer input with sales, product, and engineering to improve the customer experience and inform the roadmap.

Lead and coach the team

• Build, manage, coach, and develop a team of Customer Success professionals in EMEA, including hiring, goal setting, expansion targets, feedback, and career development.
• Build and maintain scalable processes and playbooks for value reviews, health scoring, renewal readiness, and expansion plays across EMEA, and make best practices repeatable.
• Run account and pipeline reviews, and step into key client moments to model the standard.

Build the EMEA customer community

• Build and grow an EMEA customer community, including executive roundtables, peer forums, and events that showcase realized value.
• Turn community engagement into advocacy, references, and expansion opportunities.

What You Bring

• 6+ years in customer success, account management, consulting, or other client-facing roles, owning retention and expansion outcomes for enterprise accounts
• Experience in procurement and sourcing required
• 2+ years of experience managing, mentoring, or leading team members, including leading through influence as a team lead or senior individual contributor
• Experience building processes, teams, and customer programs (such as communities or advocacy) in a growing region, ideally EMEA
• Demonstrated success growing revenue within existing accounts and building executive business reviews that tie product usage to quantified business outcomes
• AI-forward mindset, with fluency in applying AI to account management, team leadership, and client value
• Ability to influence stakeholders at all levels, including C-suite sponsors, and to work from account health, usage, and financial metrics (NRR, GRR, NPS) to guide decisions
• Undergraduate degree required (ideally engineering, economics, supply chain, or business)
• Advanced proficiency in Microsoft PowerPoint, Excel, and Word
• Preferred: CRM, customer success platform, and BI tool experience; technology and/or AI experience; multiple languages

Why Globality

The opportunity is enormous.

Enterprise procurement is one of the last major business functions to be transformed by AI. We're not optimizing at the margins — we're fundamentally rethinking how trillions of dollars get spent.

The team is world-class.

Our leadership team brings decades of experience from leading global enterprises, and our culture is built for people who want real ownership, not titles.

You’ll have real impact.

This isn’t a role where you execute someone else’s playbook. You’ll shape the strategy, build the programs, and see the direct business impact of your work.

We work together — literally.

We’re in the London office four days a week because the best ideas—and the fastest decisions—happen face to face. One day is yours to work wherever you’re most effective.

We are an equal opportunity employer. We believe diversity makes our team better and that discrimination based on race, gender, or anything else is self-defeating.