We're looking for a customer-obsessedVP 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
1. Lead the EMEA Account Management organisation
2. Own the regional customer lifecycle across adoption, expansion, and renewal
3. Act as the voice of the EMEA customer at Senior Leadership level, influencing product and go-to-market decisions
Team Management & Scaling
4. Hire, mentor, and develop a world-class team of Account Managers across the region
5. Foster a culture of accountability, customer-centricity, and continuous improvement
6. Drive performance against KPIs tied to customer outcomes, revenue retention, and operational efficiency
Customer Success & Retention
7. Ensure EMEA customers achieve measurable outcomes and renew successfully
8. Build proactive engagement strategies to increase adoption, reduce churn, and strengthen advocacy
9. Collaborate with multi skilled teams to prioritise customer-impacting enhancements
Growth & Account Expansion
10. Lead strategic account planning and portfolio management across EMEA
11. Build strong senior relationships with key regional customers
12. Enable Account Managers to identify and close upsell/cross-sell opportunities contributing to Net Revenue growth
Operational Excellence
13. Leverage data and analytics to monitor customer health, satisfaction, and engagement
14. Report on regional performance, account health, and revenue impact at the leadership level
15. Drive operational scale through efficient processes, systems, and tooling
What Success Looks Like
16. 90%+ Gross Revenue Retention (GRR) and 120%+ Net Revenue Retention (NRR) across EMEA
17. Strong CSAT & NPS driven by measurable customer outcomes
18. Clear influence on product roadmap, services model, and GTM strategy through regional insights
19. A high-performing, customer-obsessed EMEA Account Management organisation
20. Attraction, development, and retention of top customer-facing talent
About You
21. 5+ years’ progressive leadership in Customer Success or Account Management within high-growth environments
22. Proven success driving renewals, expansions, GRR, and NRR
23. Customer-Obsessed – relentlessly focused on delivering value
24. Results-Driven – commercial, data-led, and focused on retention and growth
25. Cross-Functional Influencer – builds trust across multi skilled departments
26. Resilient & Agile – thrives in a fast-paced, evolving regional landscape
27. Talent Builder – scales and inspires high-performing teams
About Us
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.