SVP of Success

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.

• Subsidised healthcare, dental, employee assistance programme (EAP) and more.
• Employer pension contribution up to 6% for Irish-based employees
• A dedicated in-house L&D department, with access to workshops, online learning and resources to help you excel in your career development.
• Company MacBook, generous annual leave and flexible working arrangements.
• Our very own Tramway Team, which drives community and morale-boosting events for employees to participate in.
• Annual company get-togethers, charity days, and monthly wellbeing talks.
• Wellness subsidy issued to all employees of €1000 per year