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