We're looking for a customer-obsessed VP of Account Management (EMEA) to lead a high-impact regional organisation dedicated to ensuring every customer achieves maximum value, renews successfully, and grows with us.
Why Join IDX?
Not Just Any Brands: See your work come to life for iconic brands like Rolls-Royce, Vodafone and Bupa.
Collaborative Spirit: Work alongside passionate innovators who share your thirst for progress.
Continuous Learning:Grow your skills with ongoing training, mentorship, and the freedom to experiment.
Fast Paced & Fun: Thrive in a dynamic environment where big ideas and bold action collide.
Cutting-Edge Technology: Play with the latest analytics tools, use AR to build immersive digital events, and explore the future of brand storytelling
Global Presence: We Get It Done morning, day and night with offices across multiple time-zones
Our Perks:
25 days annual leave, plus a day for your birthday and holiday trade scheme available
Hybrid working (Tue/Wed/Thu in office)
Flexibility; for when life happens
Health cash plan allowing you to claim back on every day healthcare costs incl. dental, vision, psychotherapy, acupuncture and more
Mental Health support including company Employee Assistance Programme
Private medical insurance, available by personal contribution
Discounted gym membership options at Fitness First
TechScheme and Shop Street access
4 paid volunteer days
Pension scheme & Life Insurance
Culture Committee focused on regular social, educational and community based activities
The Gig
Reporting to our SVP of Customer Success, you'll define the EMEA account management strategy, scale high-performing teams, and collaborate cross-functionally to deliver measurable customer outcomes and world-class experiences.
What You'll Be Doing
Account Management Strategy & Leadership
* Lead the EMEA Account Management organisation
* Own the regional customer lifecycle across adoption, expansion, and renewal
* Act as the voice of the EMEA customer at Senior Leadership level, influencing product and go-to-market decisions
Team Management & Scaling
* Hire, mentor, and develop a world-class team of Account Managers across the region
* Foster a culture of accountability, customer-centricity, and continuous improvement
* Drive performance against KPIs tied to customer outcomes, revenue retention, and operational efficiency
Customer Success & Retention
* Ensure EMEA customers achieve measurable outcomes and renew successfully
* Build proactive engagement strategies to increase adoption, reduce churn, and strengthen advocacy
* Collaborate with multi skilled teams to prioritise customer-impacting enhancements
Growth & Account Expansion
* Lead strategic account planning and portfolio management across EMEA
* Build strong senior relationships with key regional customers
* Enable Account Managers to identify and close upsell/cross-sell opportunities contributing to Net Revenue growth
Operational Excellence
* Leverage data and analytics to monitor customer health, satisfaction, and engagement
* Report on regional performance, account health, and revenue impact at the leadership level
* Drive operational scale through efficient processes, systems, and tooling
What Success Looks Like
* 90%+ Gross Revenue Retention (GRR) and 120%+ Net Revenue Retention (NRR) across EMEA
* Strong CSAT & NPS driven by measurable customer outcomes
* Clear influence on product roadmap, services model, and GTM strategy through regional insights
* A high-performing, customer-obsessed EMEA Account Management organisation
* Attraction, development, and retention of top customer-facing talent
About You
* 5+ years' progressive leadership in Customer Success or Account Management within high-growth environments
* Proven success driving renewals, expansions, GRR, and NRR
* Customer-Obsessed – relentlessly focused on delivering value
* Results-Driven – commercial, data-led, and focused on retention and growth
* Cross-Functional Influencer – builds trust across multi skilled departments
* Resilient & Agile – thrives in a fast-paced, evolving regional landscape
* Talent Builder – scales and inspires high-performing teams
About Us
IDX isn't your average communications company. With over 20 years industry experience and a portfolio of prominent global clients, our award-winning communication solutions are seen by billions every month across a global audience.
We seek The Bold. Shatter expectations, push boundaries – that's the fuel that ignites our powerhouse team. Collaboration is our superpower, where we bring expertise and individuality to elevate and deliver. Rising Stars with boundless hunger, this is your launchpad. Seasoned pros who want to define their Legacy in the industry, this is your home. Be BOLD – Own Your Story at IDX.
An Inclusive Workplace
IDX is an Equal Opportunity Employer. We aim to foster an environment that desires and recruits diverse talent, cultivates a culture that celebrates all identities, life experiences, perspectives, and ensures equal opportunity for all.
Not sure you meet every requirement? We'd still love to hear from you.
Studies show that people from underrepresented groups often don't apply unless they meet every qualification. We know that no candidate is perfect, and we value diverse backgrounds and experiences.
If you need any support or adjustments during the hiring process, just let us know — we're happy to help.