Gordon Langmann
Customer Success & Revenue Growth Executive
I build things. Customer Success functions, commercial organisations, PE carve-outs, holiday properties — I create , fix , and make them work. The common thread across 25 years, 5 countries and 3 languages is my belief that (almost) all problems are solvable if you are willing to do the work and take the people with you.
Building and scaling high-performing customer-centric organisations across Europe, the US, and Asia — from managing portfolios of over $80M ARR and running a PE-backed carve-out to transforming customer success functions into genuine growth engines.
Currently delivering fractional and interim CCO leadership through Customer Launchpad. Also building a boutique hospitality portfolio at the coast. Open to permanent executive and leadership opportunities.
How I help
I work with technology-driven companies that have reached the point where customer success needs to become a strategic function, not simply a support team with a new title — whether that is a scaling business building CS for the first time, or an established organisation that needs to rethink how it works.
In practice, that means building the operational infrastructure (strategy, health scoring, segmentation, playbooks, QBRs), restructuring teams around outcomes rather than activity, connecting CS metrics to board-level revenue conversations, and often taking ownership of the broader post-sales operation — onboarding, professional services, support, and partner management alongside the core CS function.
I operate as an interim or fractional Chief Customer Officer through Customer Launchpad, and I am equally open to the right permanent role where the brief is to build, transform or evolve.
Selected Experience
President & General Manager – DigRiv (Digital River PE Carve-Out)
Led the operational carve-out of Digital River’s legacy large client commerce business into a standalone PE-backed entity. Full P&L responsibility, an enterprise client portfolio spanning Adobe, Siemens, Avast-Norton and 9 other major global enterprise clients and a mandate to build an independent business from within a larger organisation.
Managed global teams across the US, Europe, and Asia. Improved NPS from 20 to 46. Drove Net Revenue Retention above 120%.
Vice President Customer Success EMEA – Digital River Inc.
Built and scaled the European CS and Account Management function over the course of a decade, growing a team of three into a high-performing, multinational organisation spanning Consulting, Customer Success, Account Management, Professional Services, and Partner Management.
Revenue responsibility throughout — this was always a commercial role, not a support function. Managed enterprise relationships and business growth across digital commerce, payments, and global regulatory compliance.
Vice President / CS Transformation Lead – Finion Capital, a Sport Alliance Company
Brought in to build a unified Customer Success function across a multi-brand PE portfolio (Magicline, PerfectGym, Finion) serving over 8,000 B2B clients in the fitness technology (SaaS, ERP) and financial services sector.
Designed the operating model from scratch: strategy, processes, automation, segmentation, health scoring, playbooks, onboarding workflows. Reduced churn by 30%. Improved time-to-value by 50%.
Earlier Career
Head of Marketing at the European Society of Cardiology (ESC, Nice, France). Manager & Editor-in-Chief of Sony Europe‘s online magazine across EMEA (Brussels, Belgium). Agency-side digital strategy at nexum AG (Germany and UK). Started in EU public affairs at ANEC in Brussels.
Dual Master’s in Technical Communications from Flensburg, Germany and Melbourne, Australia.
Approach
I have covered the full arc. Most CS leaders have either built from scratch or managed at scale. I have done both — and I have run a PE carve-out in between, which is its own particular discipline of operating under pressure with limited resources and high expectations.
I speak the language. I can present to a PE board in the morning, run a difficult QBR in the afternoon, and coach a first-time CSM through their first renewal before I leave. In German, French, or English. Ideally all three in the same day.
I did not come to Customer Success from support — I came from revenue. My Digital River career spanned eleven years with revenue responsibility throughout, and as President & GM of the carve-out I owned the full P&L, including support, delivery, professional services, and partner operations. Customer Success was never a cost centre in my world — it was where the commercial relationship lived. That shapes how I build CS organisations: around expansion, retention, and value realisation, not ticket deflection — whilst making sure the operational machinery underneath actually works.
I also know what the customer experience looks like from the other side. I run a holiday property at the coast, which is a daily reminder that customer experience is not an abstraction — it is a real person arriving at your door expecting something you promised.
I understand regulated environments. Payments (PCI-DSS), financial services (BaFin), data governance (GDPR) — I have operated in all of them. If your CS team needs to navigate compliance-heavy client conversations, I have been there.
Current Focus
I completed the Kellogg (Northwestern University) Executive Education programme on AI Strategies for Business Transformation in January 2026. I am a member of the Customerz collective in France and am building my advisory practice across German and French markets.
I am looking for the next thing to build. Whether that is a CS transformation, a commercial turnaround, or a leadership role where the brief is to make something work that currently does not — that is what I am passionate about.