Vice President, Customer Success – Continental Europe

Vice President, Customer Success – Continental EuropeLocation: Lisbon, with 3 days working from the office and minimum of 25% travelDepartment: CommercialReports to: Commercial President Continental EuropeLanguages: English required; Spanish and/or Portuguese strongly advantageousRole OverviewThe Vice President, 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 VP 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 ResponsibilitiesStrategic LeadershipDefine and own the Customer Success strategy for Continental Europe, aligned with Hubexo’s commercial objectives and global operating modelTranslate company strategy into clear regional execution plans, priorities, and outcomesAct as a trusted advisor to the President of Commercial on customer health, retention risk, and growth opportunitiesRevenue, Retention & GrowthOwn regional retention, renewal, and expansion performance, including forecasting and revenue predictabilityDrive net revenue retention through adoption, value realization, upsell, and cross-sell strategiesPartner with Sales leadership on account strategy, handovers, renewals, and expansion motionsCustomer Experience & Value CreationEnsure customers achieve tangible business value from Hubexo’s products across their full lifecycleOversee onboarding, adoption, training, and lifecycle engagement models at scaleSet standards for executive-level relationships, including C-level engagement and escalation managementTeam Leadership & Capability BuildingLead, develop, and scale high-performing Customer Success teams across Continental EuropeSet clear expectations, performance metrics, and development pathwaysFoster a culture of ownership, accountability, collaboration, and customer focusCross-functional CollaborationWork closely with Product and Technology teams to ensure customer insight informs roadmap and prioritizationPartner with Marketing and Commercial teams on customer advocacy, case studies, and retention initiativesEnsure strong feedback loops between customers and internal teamsData, Insights & GovernanceOwn Customer Success KPIs, including Net Revenue Retention, churn, NPS, adoption, and customer health metricsUse data and analytics to identify risks, opportunities, and optimization leversProvide clear, regular reporting and insight to executive stakeholdersExperience & CapabilitiesProven senior leadership experience in Customer Success, Account Management, or Commercial roles within SaaS, data, or subscription-based businessesDemonstrated success owning and scaling retention-led revenue models at regional or multi-country levelStrong commercial acumen, including contract negotiations, renewals, and expansion planningExperience operating in complex, matrixed, international organizationsExecutive presence with experience engaging C-level stakeholders both internally and externallyFluent in English; Spanish and/or Portuguese strongly preferredWho Thrives at HubexoThis 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 opportunitiesAt 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