VP/ Head of CS EMEA
VP/ Head of CS EMEA
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€ 250 - 300
1 Vacancy
Job Description
Company: Vivenu
Role: VP of CSM EMEA
Location: Dusseldorf (3 days a week - open to people traveling)
Language: German professional English fluent
WFH policy: 3 days a week in Dusseldorf (travel possible budget available)
Industry: SaaS / Events
Product: Modern ticketing platform
Size and functions of local team: 7 CSMs (6 DACH 1 France) scaling to broader EU; wider local sales team includes 6-7 AEs Sales Leader 5 BDRs
Role description:
First Head of role in CS for EMEA directly managing 7 CSMs (scaling up to segmented teams in 612 months)
Current deal coverage per segment:
Scale: 025K ACV
Commercial: 25250K ARR
Enterprise: 250K ARR
Will evolve into 2nd line leadership managing segment team leads select Enterprise CSMs
Hands-on leadership: optimise process and structure support CSMs in implementation onboarding EBRs QBRs renewals
Close collaboration with SEs AEs product and migration specialists
KPI CSM focus is platform adoption engagement retention no individual quota; maintain rather than aggressively grow BoB
- CSMs act as top project managers and relationship builders The moreenterprise work you have the more deeper internal stakeholder management is required.
- You report into Nick (EVP CX located in NYC often in Dusseldorf) whos strategically responsible for CS.
Unique about the company (that you dont read online):
Grew from 5 to 180 people in <3 years; target 230 in coming months
Profitable $30M ARR Series A B funded
Market-leading tech; fastest-growing in sector; US market expansion
Leadership hires from Slack Salesforce in Sales & CX implementing structure and process
CEO Forbes 30<30 CTO award-winning SaaS leader; numerous company awards
Large underappreciated market opportunity in ticketing/events
Strong US connections and cross-market collaboration
Growth perspective (for the candidate in the role/company):
Move from 1st line to 2nd line leadership within 612 months
Build and lead segmentation across EU CSM function building teams across EMEA countries.
Learn from top leadership (Nick EVP CX Adam EVP Sales from Slack/Salesforce) in a high-growth environment
Opportunity for substantial influence over structure process and customer experience strategy
Must haves:
3 years leadership experience managing CS/AM teams
Led Enterprise reps handling complex 6-figure accounts
Executive presence comfortable with C-level customers authoritative leadership style
Experience hiring and building CS/AM teams
People/customer-first approach; analytical second; not overly process-change driven initially
Nice to haves:
Strong IC background in CSM/AM
Experience in ticketing/live events OR consulting/change management
Scale-up/high-growth environment experience
Not overly corporate/polished empathetic adaptable style for varied customer base (e.g. museum directors festival organisers sports club owners)
Salary range & secondary benefits:
250300K OTE (60/40 or 70/30 split)
Flexibility on structure
Hiring process:
Carlo Egle interview
Nick (EVP CX) interview
In-office meeting with assignment Simon (CEO)
How to Introduce a candidate: via Slack # to Carlo Egle
Video: Experience:
Exec
Employment Type
Full Time
