Head of Customer Success
TwentyThree, Denmark
Job Description
TwentyThree is looking for a strategic and results oriented Head of Customer Success to add to our Commercial Team.
As the Head of Customer Success, you will be responsible for developing strategy, frameworks, driving operational improvements and working across the business and with different stakeholders.
You will be responsible for the leadership of customer success on both the enterprise and the growth team, including leading a small team of highly skilled CSM’s, and working closely with the head of those business units.
You will guide the team on success planning, adoption strategies, satisfaction level, and onboarding, creating best practices and scalable processes. You will work closely with the team and other internal stakeholders, including AE’s, to drive renewal and expansion opportunities to achieve best-in-class net retention targets.
- Manage and grow out a team of highly-experienced Enterprise Customer Success Managers and SMB Customer Managers.
- Own our customer success strategy, including programs, playbooks, and retention plans that nurture and expand relationships with end-users, improve customer health, drive effective onboardings, minimize churn and grow accounts.
- Manage a small portfolio of accounts yourself across both enterprise and SMB.
- Serve as the voice of the customer to our Product and Engineering teams.
- Utilize data to build and strategize the way forward for the customer success area.
Requirements
- +5 years of Customer Success experience with 3+ years of experience leading and managing a high performing team, at a SaaS company.
- Experience with enterprise customer success management is a must-have.
- Proven record of meeting or exceeding customer renewal and retention goals in a high growth setting.
- A strong focus on being a hands-on mentor, coach, and manager to the team
- Deep experience in developing scalable programs that drive success, including significantly increasing adoption, account growth, and retention.
- Strong communication skills, written, presentation, and verbal formats.
- Used to use data in decision-making.
- Fluency in English.
Benefits
- Part of vibrant startup culture
- Phone, subscription amp; laptop
- An open environment where everyone is involved
- Part of an exciting journey as global challengers in the video marketing space
- Catered lunch at the office
- Free coffee and snacks at the office
- Free Monday morning breakfast, to kick-off the week
- Annual team retreat to a sunny location