Head of Customer Success - EMEA

Responsibilities

• We are building the Bow Tie - a full-lifecycle commercial model running from Acquire through Land, Onboard, Impact, and Expand. CS is the engine of the right side of that model.
• What Success Looks Like - First 12 Months
• Installed a health-scoring, segmentation, and early-warning system that gives us clear sight of renewal risk across the base.
• Built and embedded a QBR framework and onboarding playbook that CSMs operate consistently.
• Improved GRR through structured adoption, value-realisation, and intervention motions.
• Created a use-case and outcomes library that makes renewal conversations easy and expansion conversations natural.
• Defined the 2027 CS investment case - particularly Scale segment coverage and the NRR growth model.
• Architect the EMEA CS Operating Model
• Design and install the EMEA CS operating model: coverage criteria, account segmentation, QBR framework, health scoring, and onboarding playbook.
• Adapt, embed, and operationalise the Onboard → Impact → Expand motion for EMEA, implementing the regional model in Salesforce in alignment with global standards.
• Build the use-case and outcomes library - the evidence base that makes renewals easy and expansion natural.
• Define coverage economics - which accounts receive active CS support, at what intensity, and why.
• Partner with the VP Sales EMEA on the 2027 NRR growth strategy, including the Scale segment CS investment decision.
• Protect GRR in 2026
• Own the EMEA renewal and churn-prevention motion across KAM and Scale segments.
• Build an early-warning system for at-risk accounts - signals, escalation paths, and intervention playbooks.
• Partner with KAM and Scale AMs to ensure seamless handoffs and joined-up client coverage.
• Drive platform adoption and value realisation - the foundation of every renewal conversation.
• Drive Commercial Outcomes
• Drive NRR outcomes across your segment by strengthening renewal readiness and surfacing expansion opportunities. Renewals are the floor; expansion is the ceiling.
• Identify expansion signals within the existing base and create structured handoffs to KAM and Scale AEs.
• Champion the full platform - Statista core, Statista Connect, and Statista+ - in every client conversation.
• Lead and Develop the EMEA CS Team
• Own the leadership, coaching, and performance management of the EMEA CSM team.
• Build a coaching standard grounded in outcomes, value realisation, and consultative client engagement.
• Develop the team's ability to run structured discovery, surface latent needs, and connect Statista's platform to client business problems.
• Commercial Accountability

Requirements

• Essential
• Substantial experience in B2B Customer Success, including responsibility for leading teams and improving retention, adoption, and expansion outcomes i

Benefits

Additional Information

At Statista , we're all about facts and data, for we are the world's leading business data platform. By providing reliable and easy-to-use data as well as various data analytics products and services, we empower people worldwide to make fact-based decisions. Founded in Hamburg in 2007, we have quickly grown into a global company with offices in major cities such as London, New York, Berlin and Tokyo. And we still have a lot of plans. Our constant growth does not only prove our success, but also keeps creating new development and career opportunities for our employees. We value and celebrate our diverse culture. You are welcome here for who you are, no matter where you come from, what you look like, or whether you prefer bar graphs to pie charts. Your story matters - keep writing it as part of our team. Are you ready to join us?

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