VICTORIA's CV
VICTORIA SPENCER
Head of Customer Success / PMO Leader
Profile summary
Strategic Head of Customer Success and PMO Leader with 26 years shaping enterprise customer success, retention, and presales outcomes across the GCC, EMEA, and global markets. Known for scaling digital-first customer success engines, building retention PMOs from scratch, and pioneering AI-led customer engagement models. Committed to driving sustainable revenue growth, optimizing operations, and delivering measurable value realization through cross-functional leadership and executive stakeholder alignment.
Career highlights
Digital Customer Success Scale: Scaled a digital-first Customer Success and adoption engine to 90% of the EMEA install base, delivering cloud consumption impact and thousands of monthly customer touches.
Retention PMO and AI Innovation: Built the Retention PMO from zero and introduced Oracle's first generative AI customer-facing chatbot alongside an internal assistant to provide natural-language access to analytics.
Digital Customer Experience Model: Founded Oracle's Digital Customer Experience model for long-tail EMEA cloud accounts, growing monthly segment consumption and achieving an NPS of 74 with 0% voluntary attrition.
Global Support and Customer Success: Built HP Software's first large-scale global Customer Success function across EMEA, Americas, and APJ, protecting high-value revenue and generating incremental returns.
Key skills
Professional experience
Defined cloud adoption strategy, steering a diverse team of 15 across multiple nationalities while overseeing retention operations and digital engagement frameworks across the EMEA install base. Served as executive sponsor connecting Sales, CS, and Product to balance high-scale digital programs with executive touchpoints.
- Scaled a digital-first Customer Success engine to 90 percent of the EMEA install base, delivering 137.5M dollars in FY24 and 190M+ dollars in FY25 in cloud consumption impact alongside 26,000+ monthly customer touches.
- Built the Retention PMO from zero, including strategy, operating model, governance, and analytics to equip Sales and CS with proactive churn-risk insights and remediation options.
- Designed a customer onboarding and adoption program suite delivering 120+ sessions, 25,000+ registrations, and an NPS of 70 in FY25 while achieving 0 percent voluntary attrition and 98 to 100 percent positive engagement.
Guided EMEA cloud operations, overseeing regional scaled customer experience functions and aligning go-to-market strategies for long-tail accounts.
- Founded Oracle's Digital Customer Experience model for long-tail EMEA cloud accounts, growing monthly segment consumption 81% from $4.19M to $7.57M, achieving an NPS of 74 with 0% voluntary attrition.
- Designed an AI-powered digital customer lifecycle and health-scoring model that improved adoption and reduced manual intervention across the EMEA install base.
- Established the SME Customer Success division from the ground up to support regional operations.
- Delivered EUR 4.6M in revenue through structured account management in FY20.
- Established Oracle EMEA early Customer Success and advocacy capability during organizational transition from on-premise licensing to cloud.
- Embedded Customer Success discipline across onboarding-to-renewal lifecycle.
- Built the first large-scale global Customer Success function across EMEA, Americas, and APJ.
- Protected 25M+ in revenue and generated 21M+ incrementally in 2015.
- Received the EMEA Presales Manager of the Year award in 2012 for regional team leadership.
- Transformed presales culture across Western Europe by directing a specialized team focused on customer outcomes.
- Embedded solution-selling methodology across Western European markets to standardize technical engagement.
- Structured multi-million-dollar transactions throughout the region to close major sales accounts.
Education
- Class Representative
Computer Information Systems
- GPA 3,9 of 4.0
Marketing
- Cum Laude
Certifications
Languages
English · Fluent
Russian · Fluent
Dutch · Fluent
Spanish · Basic
Ukrainian · Intermediate