Head of Customer Adoption, EMEA

The Head of Customer Adoption, EMEA is a senior leadership role owning the Independent and SMB segments of Fourth's EMEA customer base — approximately 25% of EMEA revenue. The role leads Independent Customer Care, SMB Customer Adoption, and Digital Customer Success across engagement models from tech-touch to relationship-hybrid, building an adoption- and ROI-focused CS model in partnership with the Senior Director, Customer Success, EMEA. Success is measured by Net Revenue Retention across the portfolio.

Responsibilities

Lead and coach the Customer Adoption, Digital CS, and Customer Product Marketing teams; Set performance expectations aligned to each role's engagement model and commercial outcomes; First escalation point for complex customer, commercial, and team-level challenges; Own NRR/GRR across the SMB and transactional portfolio (~25% of EMEA revenue); Build frameworks to identify, qualify, and convert expansion opportunities; Report retention performance, at-risk accounts, and pipeline to the Senior Director of CS; Partner with the Digital CSM to design, deploy, and iterate automated, self-serve programmes; Champion data-driven engagement using usage data, health scores, and churn signals; Adjust the tech-touch/human balance by segment, lifecycle stage, or market condition; Champion an adoption-first, ROI-focused philosophy across the team; Own the adoption maturity framework and segmentation logic with the Digital CSM; Monitor adoption metrics, flag underperforming cohorts, and design targeted interventions; Senior escalation point for complex Independent & SMB situations; Voice of the transactional/SMB customer to Product, Marketing, and CS leadership; Uphold a customer-first mindset with strong CSAT/NPS and consistent service standards; Align Customer Adoption with EMEA strategy alongside EMEA Leadership; Represent SMB in Product and Marketing planning — roadmap, campaigns, engagement; Partner with Emerging & Enterprise CS on smooth tier transitions, up and down

Requirements

Proven senior CS leadership track record in SaaS/tech; Led diverse teams across tech-touch and relationship-led engagement models; Strong commercial acumen — owns NRR/GRR and renewal pipelines; Deep expertise in tech-touch/digital-first CS models at scale; Credible senior communicator, comfortable with escalations and C-suite; Analytically fluent — uses data and commercial metrics to drive decisions

Nice to have

Hospitality industry background or strong familiarity; Led a function spanning multiple sub-segments with distinct dynamics; Built or scaled a Digital CS capability; Experience with a Customer Advisory Board or equivalent strategic forum

Benefits

25 basic holidays with option to grow up to 30 with service + birthday off + bank holidays; Flexible working hours and hybrid working environments; Wellness activities and gym subscription discounts; Laptop and equipment; Healthcare expense claim tools; Growth with certifications; Annual meet ups; Enhanced parenting scheme; Cycle to work scheme and season ticket loan; Pension and life insurance; On demand pay tools