Head of Customer Value

Join Omnea as the Head of Customer Value to build and lead customer expansion and retention strategies in a dynamic tech startup environment.

• This is a leadership hire into a function that doesn't fully exist yet. You're not inheriting a playbook, you're writing it, and you'll be judged on how fast a scrappy team turns into an elite one.
• We're expansion-first, not retention-first. Most of the number you own comes from growing accounts, not just keeping them, because the product gets stickier and more valuable to a customer the longer they run on it.
• We want a player-coach, not a RevOps dashboard manager. You'll personally run deals alongside your team, get on planes with them at end of quarter, and be in the room for the highest-stakes conversations.
• We're just as open to a Sales leader with the right intensity and rigour as we are to an Account Management leader, provided the motion they ran was expansion-heavy, enterprise, and high-stakes.
• You're not afraid to be in the weeds, get your hands dirty, and directly drive deals, but you're also passionate about coaching your team to do their best work. You get on aeroplanes at end of quarter, together with your team.
• 8+ years of experience in a senior commercial or customer leadership role, with 3+ years leading a function, both as an IC and as a leader. You're hands-on rather than a RevOps dashboard manager, you've worked in high-calibre environments, and you're genuinely excited by the journey of taking a function from scrappy to scaled.
• You've owned NRR targets before, or have a very strong appetite and capability to. You understand hustle and complexity: managing enterprise accounts in tough environments, navigating long cycles, and working with multiple stakeholders to get things across the line. You know the levers - retention, upsell, multi-threading, executive relationships, champion building, value articulation - and you've applied them in proper enterprise deals (six-figure ARR+, complex buying committees, significant project management). This isn't a PLG or high-volume mid-market motion; it's patient, strategic, high-stakes account management.
• A proven track record of building, scaling, and leading high-performing commercial teams, from early stage to growth. You know what exceptional talent looks like, and you've recruited, coached, and retained an A+ team before.
• Good commercial intuition, and the ability to build rapport, influence people, and drive change, whether it's with a distinguished exec or a junior operator. You're a natural communicator, and you have the gravitas and executive presence to engage senior leadership, ideally up to CFOs, Legal, or Procurement.

• 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.
• Build the playbook from scratch: We don't yet have the commercial infrastructure to match our ambitions. You'll build it: deal review cadences, multi-threading strategies, QBR frameworks, expansion playbooks, and a culture of commercial ownership across the team. You'll set the standard for what great account management looks like at Omnea.
• Make every customer see their ROI: Our customers love us, but we're not yet telling the value story as well as we could. You'll work closely with the VP Customer Experience and VP Product to develop ROI-driven QBR frameworks, so every executive sponsor sees a clear, compelling picture of what Omnea delivers. Procurement delivers measurable ROI; we should be the ones presenting it back.
• Coach and scale the team: Lead our current Customer Value Leads directly, help them develop commercially, and hire as we grow. Help your team navigate complex enterprise relationships, multi-thread into new stakeholders, and develop into excellent account managers in their own right. You'll know what great looks like, and you'll raise the bar.
• Feed the product and revenue roadmap: You're the closest person to what our customers actually need and what they'll pay for next. Work hand-in-hand with the Product team on the feedback loop: surfacing expansion opportunities, flagging friction, and helping pre-sell new modules with the right design partners before they launch.