Head of Customer Success – Continental Europe

Hubexo; Lisboa; On-site; EUR 120,000 - 180,000; Full time

Job summary

Hubexo is seeking a Head of Customer Success - Continental Europe, based in Lisbon with a requirement to work three days in the office and a minimum of 25% travel. You will lead regional CS teams, shape the customer lifecycle strategy, and partner with Sales, Product, Marketing, and Operations to drive retention and revenue growth.

Ideal candidate has senior leadership experience in SaaS or data businesses, a strong track record of retention-led growth, and fluency in English (Spanish/Portuguese

Qualifications

• Senior leadership experience in Customer Success, Account Management, or Commercial roles in SaaS or data businesses.
• Proven track record of retention-led revenue growth at regional or multi-country level.
• Strong commercial acumen including contract negotiations, renewals, and expansions.
• Experience in complex, matrixed, international organizations.
• Executive presence with experience engaging C-level stakeholders.
• Fluent in English; Spanish and/or Portuguese strongly preferred.

Responsibilities

• Define and own the Customer Success strategy for Continental Europe, aligned with Hubexo’s objectives.
• Translate strategy into regional execution plans, priorities, and outcomes.
• Act as trusted advisor to leadership on customer health, retention risk, and growth opportunities.
• Own regional retention, renewal, and expansion performance, including forecasting and revenue predictability.
• Drive net revenue retention through adoption, value realization, upsell, and cross-sell strategies.
• Partner with Sales leadership on account strategy, handovers, renewals, and expansion motions.
• Ensure customers achieve tangible business value across their lifecycle.
• Oversee onboarding, adoption, training, and lifecycle engagement at scale.
• Set standards for executive relationships, including C-level engagement and escalation management.
• Lead, develop, and scale Customer Success teams across Continental Europe.
• Set clear expectations, performance metrics, and development pathways.
• Foster a culture of ownership, accountability, collaboration, and customer focus.
• Work closely with Product/Tech to inform roadmap with customer insight.
• Collaborate with Marketing/Commercial on customer advocacy, case studies, and retention.
• Own CS KPIs including NRR, churn, NPS, adoption, and health metrics.
• Use data to identify risks, opportunities, and optimization levers.
• Provide regular reporting to executive stakeholders.

Skills

Senior leadership

Retention revenue

Commercial acumen

Global matrix orgs

C-level engagement

English fluency

Spanish/Portuguese

Job description

Head of Customer Success - Continental Europe

Location: Lisbon, with 3 days working from the office and minimum of 25% travel

Department: Commercial

Reports to: Commercial President Continental Europe

Languages: English required; Spanish and/or Portuguese strongly advantageous

Role Overview

Head of Customer Success - Continental Europe is a senior commercial and customer leader accountable for driving retention, expansion, and long-term customer value across Hubexo's Continental European markets, with a particular focus on Spain, Portugal, Austria, Switzerland and Czech Republic. This role owns the end-to-end customer lifecycle strategy, ensuring Hubexo's products deliver measurable business outcomes for customers while supporting sustainable, predictable revenue growth.

As a member of the senior commercial leadership team, the Head of Customer Success partners closely with Sales, Product, Marketing, and Operations to align customer success strategy with Hubexo's broader go-to-market and growth ambitions. The role leads regional Customer Success teams, sets operating standards, and acts as the executive voice of the customer within the organization.

Key Responsibilities

Strategic Leadership

• Define and own the Customer Success strategy for Continental Europe, aligned with Hubexo’s commercial objectives and global operating model
• Translate company strategy into clear regional execution plans, priorities, and outcomes
• Act as a trusted advisor to the President of Commercial on customer health, retention risk, and growth opportunities

Revenue, Retention & Growth

• Own regional retention, renewal, and expansion performance, including forecasting and revenue predictability
• Drive net revenue retention through adoption, value realization, upsell, and cross-sell strategies
• Partner with Sales leadership on account strategy, handovers, renewals, and expansion motions

Customer Experience & Value Creation

• Ensure customers achieve tangible business value from Hubexo’s products across their full lifecycle
• Oversee onboarding, adoption, training, and lifecycle engagement models at scale
• Set standards for executive-level relationships, including C-level engagement and escalation management

Team Leadership & Capability Building

• Lead, develop, and scale high-performing Customer Success teams across Continental Europe
• Set clear expectations, performance metrics, and development pathways
• Foster a culture of ownership, accountability, collaboration, and customer focus

Cross-functional Collaboration

• Work closely with Product and Technology teams to ensure customer insight informs roadmap and prioritization
• Partner with Marketing and Commercial teams on customer advocacy, case studies, and retention initiatives
• Ensure strong feedback loops between customers and internal teams

Data, Insights & Governance

• Own Customer Success KPIs, including Net Revenue Retention, churn, NPS, adoption, and customer health metrics
• Use data and analytics to identify risks, opportunities, and optimization levers
• Provide clear, regular reporting and insight to executive stakeholders

Experience & Capabilities

• Proven senior leadership experience in Customer Success, Account Management, or Commercial roles within SaaS, data, or subscription-based businesses
• Demonstrated success owning and scaling retention-led revenue models at regional or multi-country level
• Strong commercial acumen, including contract negotiations, renewals, and expansion planning
• Experience operating in complex, matrixed, international organizations
• Executive presence with experience engaging C-level stakeholders both internally and externally
• Fluent in English; Spanish and/or Portuguese strongly preferred

Who Thrives at Hubexo

This role suits a leader who is commercially sharp, deeply customer-centric, and motivated by long-term impact. The most successful candidates are comfortable owning outcomes, leading through ambiguity, and building teams and systems as the organization evolves. They enjoy influencing at executive level, working cross-functionally, and helping customers and colleagues succeed at scale.

Equal opportunities

At Hubexo, we are committed to building a diverse and inclusive workplace. All applications will be considered based on experience and skills, regardless of age, gender, background, sexual orientation, gender identity, religion or disability