Head of Customer Success – Continental Europe

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