SVP of Success

Job description

**About us:** How did Web Summit become, in the words of Forbes, “the best tech conference on the planet”? Meaningful connections. Our tech events are unmissable because we make it easier for the right people to meet and connect. Everyone at Web Summit works towards this goal. [And we’re just getting started.](https://www.youtube.com/watch?v=jaey4uZVEjk) We’re always looking to build on the impact we have already made at Web Summit. In the coming years we’ll take Web Summit to new markets, promoting global connectivity, highlighting important issues and connecting global leaders – all while making a positive impact on the environment and communities we encounter. To build a better company, we have to better ourselves. We do that by finding the most ambitious people to work with us. **About the Role** We are looking for an **SVP of Success** to lead, scale, and unite our global success functions. Today, Partner Success, Key Attendee Success, and Startup Success operate as three separate, high-performance success functions. This new role is being created to unite these three teams to execute a unified strategic approach to success fulfilment for the various attendees and stakeholders of our global events. You will be the strategic owner of every core stakeholder group that attends our events: Key Attendee Success (Speakers, Investors, Media & VIPs), Partner Success (the world's biggest and emerging brands), and Startup Success (the next generation of tech giants). You will own budget, headcount, and decisions across all three teams. This is not a traditional account management leadership role. You'll need to combine operational rigour, relationship management, and data-driven decision-making along with the ability to optimise the service level for each stakeholder group. If you thrive under pressure, love designing scalable service models for complex, high-volume operations, and want to lead a passionate team delivering a world-class experience on a global stage, we want to talk with you! ### What you’ll do at Web Summit: - **Lead & direct:** Provide strategic leadership to Partner Success, Key Attendee Success, and Startup Success, fostering a culture of excellence, high motivation, and radical collaboration — while giving each team's leadership the room to keep running exceptional day-to-day operations. - **Be the voice of the customer:** with the standing to challenge: Bring partner, startup, and speaker feedback into the business with evidence, and be prepared to challenge senior leaders — including in Acquisition — when a growth decision creates downstream service risk. - **Design and optimise the service model:** Assess current service levels, cost-to-serve, and effort by segment across the function. Build tiered, deliberate service models that direct the right level of attention to the right relationships, so every partner, speaker, and startup gets a service experience matched to what will genuinely benefit them. - **Standardise & optimise:** Standardise the guardrails, respect the differences: Build common definitions for SLAs, escalation, and satisfaction measurement across teams, shaped to fit the distinct nature of each team's work - **Cross-functional collaboration:** Act as the critical link between Success teams and our internal Production, Sales, Marketing, and Engineering teams to ensure event software, logistics, and account deliverables are perfectly aligned. - **Data-driven Iteration:** Analyse feedback, NPS scores, and fulfilment data to continuously iterate on our service model, ensuring high partner retention rates and unparalleled satisfaction for our key attendees. - **Agile on-site execution:** Thrive during event weeks, managing high-priority escalations with diplomacy, speed, and absolute calm. ### Who you are: - You are a seasoned leader with 7+ years of experience managing large success, account management, or fulfilment operations teams, ideally in high-growth tech environments or large-scale global events. - You are deeply empathetic but highly analytical — you know how to measure "success" quantitatively and qualitatively, and you're comfortable making the case to do less somewhere to do more where it matters. - You have a proven track record of designing service tiers or operating models that thoughtfully match the level of treatment to the value of each relationship — scaling smarter, not just scaling bigger. - You are an exceptional communicator, able to build trust with internal executives, C-level corporate partners, and high-profile global figures — and to hold your ground with senior leaders when the data supports a different call. - You are tech-literate, comfortable working alongside engineers to adopt and shape new tools and systems. - You thrive in ambiguity and fast-paced environments where priorities can pivot quickly.