Head of Customer Value

\n The Role\n

We're looking for a commercial powerhouse to build and run our Customer Value function from the ground up. As Head of Customer Value, you'll own the expansion and retention motion across our enterprise base: leading our Customer Value Leads directly, driving upsell deals yourself, and bringing the commercial rigour and playbook that turns a high‑potential team into an elite GTM function.

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This is a leadership position reporting into our VP Customer Experience, working closely with our CEO and CCO. You'll own revenue growth, churn prevention, talent development, and represent Omnea in high‑stakes conversations with CFOs, COOs, and procurement leaders at some of the world's largest companies.

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Omnea's product is sticky: it's a business transformation, not a point tool, so the majority of the number you own comes from expansion. This is a heavy‑expansion, patient, high‑stakes enterprise motion, not a high‑volume or PLG one, and we want someone who's led that kind of team before, or led a Sales team with the same intensity and rigour.

What You'll Do\n

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• Own the expansion and retention motion: Take full ownership of upsell and expansion across our enterprise base. Run weekly deal reviews with your Customer Value Leads, personally step into high‑stakes opportunities, and make sure every account has a clear commercial path forward. This is an IC‑plus‑leader role: you're not just managing a team, you're closing deals alongside them.
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• Build the playbook from scratch: Build commercial infrastructure—deal review cadences, multi‑threading strategies, QBR frameworks, expansion playbooks, and a culture of commercial ownership across the team. Set the standard for what great account management looks like at Omnea.
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• Make every customer see their ROI: Work closely with the VP Customer Experience and VP Product to develop ROI‑driven QBR frameworks, ensuring every executive sponsor sees a clear, compelling picture of what Omnea delivers.
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• Coach and scale the team: Lead our current Customer Value Leads directly, help them develop commercially, and hire as we grow. Navigate complex enterprise relationships, multi‑thread into new stakeholders, and develop team members into excellent account managers.
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• Feed the product and revenue roadmap: Serve as the closest person to customer needs and future opportunities. Work hand‑in‑hand with Product on the feedback loop: surfacing expansion opportunities, flagging friction, and helping pre‑sell new modules with the right design partners before launch.
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What's Different About This Role\n

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• Leadership hire into a function that doesn't yet exist. You won't inherit a playbook—you'll write it. Success is measured by how quickly a scrappy team turns into an elite one.
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• We're expansion‑first, not retention‑first. Most of the number you own comes from growing accounts.
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• Player‑coach mandate: you must personally run deals, pursue high‑stakes conversations, and partner with your team on mandate calls.
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• Open to Sales leaders who have run expansion‑heavy, high‑stakes, enterprise motion, not just any sales mandate.
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About You\n

You're a natural commercial operator: comfortable negotiating renewals on the floor and building team cadence from scratch.

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• Not afraid to be in the weeds, drive deals, and coach your team to do their best work.
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• 8+ years of senior commercial or customer leadership experience, with 3+ years leading a function, both as an IC and as a leader.
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• Proven track record of owning NRR targets and driving upsell, retention, and value articulation in enterprise environments. Must have managed complex, mandatory‑mandate, mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory mandatory
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• Strong commercial intuition and ability to build rapport, influence people, and drive change at all levels—from executives to junior operators.
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• Executive presence suited to interact with CFOs, Legal, Procurement, and senior leadership.
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• Ambitious, collaborative, and deeply invested in building something exceptional. Thrives in ambiguity, moves fast, and owns responsibilities with an entrepreneurial mindset.
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Benefits and Work Arrangement\n

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• Competitive geo‑localised benefits. UK Benefits Package and US Benefits Package available.
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• Work Tuesdays, Wednesdays, and Thursdays in‑person at our offices. Early‑stage company encourages structured onsite collaboration.
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Legal note\n

We encourage people of all backgrounds to apply. The position is open to all qualified candidates regardless of race, religion, colour, gender, or any other protected characteristic.

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