Head of Customer Success (EMEA & APAC)

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    "datePosted": "2026-01-30",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span style=\"font-size: 14pt; font-weight: bold\"><span style=\"font-size: 12pt\"><a href=\"https://www.voucherify.io/\" target=\"_blank\" rel=\"noopener noreferrer\">Voucherify</a><span style=\"font-family: arial, helvetica, sans-serif\"> is seeking an experienced, proactive leader as our </span><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Head of Customer Success<span> </span><span style=\"font-weight: bold\">(EMEA &amp; APAC).</span></span></span><br><br>About the role<br></span><br><span style=\"font-size: 12pt\">Voucherify 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,” Voucherify enables faster experimentation and continuous optimisation across promotions, referrals, loyalty, and rewards.</span><br><br></span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">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.<br><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">As we continue to grow across EMEA and APAC, we’re looking for a </span><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Head of Customer Success </span><span style=\"font-family: Arial, sans-serif\">to lead, evolve, and elevate our post-sales organisation — ensuring customers realise measurable value and grow with Voucherify 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.<br><br></span></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Watch: </span><a href=\"https://vimeo.com/1061230882\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-family: Arial, sans-serif\">What (the heck) is Voucherify?</span></a></span><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"font-size: 14pt\">What you'll do</span><br><br></span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">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.<br><br></span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"font-size: 12pt\">Your responsibilities:</span><br><br></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Own the EMEA &amp; 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.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Build and lead a high-performing CS organisation, including Customer Success Managers and Technical Account Managers.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Partner closely with Sales &amp; GTM teams to ensure seamless handovers, value-led renewals, and expansion driven by real customer outcomes.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Act as Customer Success Manager for key accounts, building trusted relationships and guiding customers through complex technical and organisational challenges.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Partner with NA and LATAM counterparts to operationalise excellence by refining onboarding, success plans, health scoring, escalation paths, and playbooks as we scale.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Champion the voice of the customer, turning insights into actionable feedback for Product and Marketing.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Develop customer advocacy through references, case studies, and long-term champions of the Voucherify platform.<br></span><span style=\"font-family: Arial, sans-serif; font-size: 14pt\">.</span></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\"><span style=\"font-size: 14pt\">About You</span><br><br></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">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.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">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.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Commercially minded, understanding how retention, expansion, and customer value connect directly to revenue growth.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Customer-obsessed but pragmatic: you balance empathy with accountability and data-driven decision-making.</span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Strong cross-functional operator: comfortable influencing Product, Sales, and Leadership without formal authority and unafraid to challenge the status quo. </span><span style=\"font-family: Arial, sans-serif\"><br><br></span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif\">Effective communicator:</span><br><span style=\"font-family: Arial, sans-serif\">who can engage strategic conversations with customer stakeholders on an executive level.<br><br></span></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\"><span style=\"font-size: 14pt\">Compensation &amp; Benefits of working @Voucherify</span><br><br></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Custom benefits package: </span><span style=\"font-family: Arial, sans-serif\">We cooperate with leading agencies to help you curate benefits and services for you and your family.</span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Agency:</span><span style=\"font-family: Arial, sans-serif\"> 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.</span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Stability:</span><span style=\"font-family: Arial, sans-serif\"> 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.</span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Senior Team:</span><span style=\"font-family: Arial, sans-serif\"> 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.</span></span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: Arial, sans-serif; font-weight: bold\">Fully Remote:</span><span style=\"font-family: Arial, sans-serif\"> 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.</span></span></li>\n</ul>\n<p><br></p>",
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