Head of Customer Success - SaaS Scale-up - Amsterdam

  • CS
  • Amsterdam, Netherlands

Head of Customer Success - SaaS Scale-up - Amsterdam

Job description

Happeo is looking for a Head of Customer Success in our Amsterdam office to help us to deliver outstanding experience to our enterprise-level clients globally. You will be a key member of the management team and reporting directly to the CEO. We are looking for a hands-on professional who brings a proven track record in customer success and change management along with strong leadership skills.

In this role, you will lead the engagement, success, retention and growth of Happeo’s customers, and own a very ambitious net retention target.

The challenge

This is a multi-faceted role as it requires scale, coaching and oversight of our growing CS, support and onboarding teams, implementation and evolution of processes and the development and achievement of KPIs.

  • Manage CS, Support and Onboarding teams globally
  • Own our customer retention efforts, renewals, churn, and upsells
  • Contribute to the maintenance and improvement of Happeo’s NPS, and align with Product around driving product roadmap
  • Develop and nurture enterprise client relationships (you will spend a significant amount of time with this, either on your own or in support of a team member)
  • Create repeatable processes & playbooks on each stage of the customer lifecycle including
    • Develop frameworks for CSMs to leverage in customer engagements and milestones
    • Develop the deployment playbooks
    • Standardize interventions and escalations for each point in journey
    • Refine segmentation of customer base and varying strategies
    • Standardize reporting on impact of Customer Success activities across lifecycle
    • Define operational metrics for team
    • Refine segmentation of customer base and varying strategies
  • Define Customer Success Career Development
  • Drive adoption of product analytics platform and benchmark impact to customer’s business
  • Increase growth through greater advocacy and reference-ability in collaboration with marketing
  • Create company-wide culture of Customer Success
  • Drive company-wide definition of ideal customer

Job requirements

Your experience:

  • Experience building and leading a Customer Success and technical support or Services organization 5+ years at a company in its Growth stage startup; from $2m-$10m to beyond.
  • Hands-on Change Management experience implementing technology products for use by external customers
  • Experience scaling a success team during hyper growth phase
  • Strong empathy for customers AND passion for revenue and growth
  • Managed 10+ people successfully
  • Deep understanding of value drivers in recurring revenue business models