Head of Client Success, EMEA (Performance Agency)

About the role

Finch is a fully remote performance marketing agency. Our clients are the companies that hire Finch to grow their business through Paid Search, Paid Social, SEO, DSP, Creative and Analytics.

As Head of Client Success for EMEA, you’ll own the strategy, health, and growth of our regional client accounts and lead the team of client success managers who manage them day-to-day. Your main measure of success is retaining and expanding our EMEA clients. You’ll work alongside your North America counterpart and partner closely with Sales and global leadership.

What you’ll do

• Set and own the growth strategy for each EMEA account: lead discovery, define cross-channel strategy and budget allocation, monitor account health, spot risks early, and drive client retention and satisfaction.
• Grow accounts by leading upsell and cross-sell initiatives in partnership with Sales and global leadership, focused on long-term client impact.
• Lead and mentor the regional client success team: oversee performance and development, and coach them on strategic thinking, client partnerships, and cross-channel execution.
• Coordinate with the specialists who run each channel so that client strategy turns into measurable performance.
• Improve regional account workflows, and drive alignment with and adoption of Finch’s global client success strategy.

Why Finch

• Work globally, stay flexible: Join a fully distributed team across the US, LATAM, Europe, and APAC.
• Meaningful impact from day one: Your work directly influences client outcomes and how Finch grows.
• A culture built on curiosity, transparency, and ownership: We share context and empower people to make decisions.
• High-caliber teammates: Collaborate with specialists in Paid Search, Paid Social, SEO, DSP, Creative, Analytics, and more.
• Learning as a default: We encourage experimentation, cross-training, and growth as the company scales.
• Real work-life balance: We value high performance, not overwork.
  Salary Range: EUR 100,000 to 130,000 annually based on experience

You’ll be a great match if you have

• 8+ years in client success or account management at a performance marketing agency, owning large accounts across a varied portfolio of clients.
• A track record of leading accounts where paid media and search were at the core (Google Ads, Meta, TikTok, Microsoft Ads, programmatic/DSP and SEO), as the client lead coordinating the specialists who run each channel.
• Experience setting cross-channel performance strategy for clients: defining goals and KPIs, deciding budget allocation across channels, building forecasts, and adjusting the plan based on results.
• Fluency in performance marketing KPIs and mechanics (ROAS, CPA, CAC, conversion rates, budget pacing, attribution), with the ability to read results, explain them to clients and steer the specialists who run each channel.
• Experience owning client accounts end to end: the client relationship, the account strategy, retention, and growth through upsell and cross-sell.
• 3+ years leading a team of client success or account managers, or a regional client portfolio, including coaching, development and performance management.
• Fluent, professional English.
• A base in Europe, the Middle East or Africa (between UTC-1 and UTC+3), working European business hours with some afternoon overlap with US Eastern time.

This role is not the right next step if most of your experience is in

• Customer success or support for a software product or for consumers, even if the title was Head of Customer Success or Customer Success Manager.
• Sales or business development without ongoing management of the accounts after the sale.
• In-house marketing for a single company or brand.
• Working at an ad platform or affiliate network, managing advertisers on its behalf.
• Client or account leadership at a full-service (360), branding, PR or creative agency, without performance marketing accounts at the core.
• Hands-on channel execution (e.g. media buying, PPC or paid social specialist) without owning client relationships or leading a client-facing team.

Nice to have

• Norwegian or Danish (a strong plus: we support a Nordic client in their language).
• German.