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Director of Customer Success
1 month ago

Director of Customer Success


Leadoo is about to further strengthen and maintain its management team by opening up a once in a lifetime opportunity for an experienced Customer Success leader. 

Leadoo is one of the fastest growing Martech companies in the Nordics and we’re now looking for a Customer Success leader to lead our Onboarding, Customer Success and Support Services operations. This role is the topmost executive role for the Customer Success department holding the responsibility of smooth and scalable processes and strategy for continued first class customer experience. Reporting to the Chief Executive Officer, the Director of Customer Success drives Leadoo’s most important customer goals such as revenue expansion (upsell), retention (churn) and customer satisfaction. As the Director of Customer Success you are a part of the company’s management team and have full responsibility for aligning CS strategy with the company objectives and ensuring that the company level KPIs for CS are being met. 

As the Director of Customer Success we expect you to have a growth mindset, past track record on Saas Customer Success leadership position.  You should also be excited by the opportunity to scale Leadoo and its operations globally, and thrive in a bold, fast-paced, innovative and committed management team and company.

ABOUT THE ROLE 🚀

As a Director of Customer Success you will drive key customer success outcomes and KPI’s by leading an exceptional team of 30+ onboarding, success and support professionals located in Finland, UK and Sweden. Included you have a team of four team leads who are your direct reports and form the second layer of Leadoo’s customer success leadership.  In June 2022 Leadoo’s annual recurring revenue exceeded 5 million euros – this is the business you will be responsible for to retain and grow even further. Not a small role to add to your resume! 

RESPONSIBILITIES 

  • Leading, expanding and developing a team of 30+ onboarding, success and support professionals located in Finland, UK and Sweden

  • Developing the company strategy and processes as well as prioritizing objectives and key results (OKRs) for maintaining first-class customer experience

  • Driving up positive Net Retention Rate (NRR) and Customer Lifetime Value (LTV) by implementing new solutions to drive up upsell and reduce churn 

  • Ensuring the execution and developing customer journey touchpoints, including results reviews, optimization, contract renewals, and other customer activities 

  • Monitoring customer satisfaction and feedback to identify areas of improvement in the customer experience

  • Developing internal metrics to measure the performance of the team to be able to improve the effectiveness and scalability of the CS operations

  • Reporting on Customer Success metrics including upsell, churn and NPS on a weekly basis

  • Proactively communicating to product and other company leadership on customer insights 

  • Creating a motivating team culture and participating in team development including hiring, employee onboarding, career development and performance management
  • And last but not least perform all work according to company policies and standards, in the spirit of the company’s Culture and Vision!

In addition to leading this strategic territory, you will gain a truly fascinating opportunity to make a mark on the journey of one of the fastest growing Martech startups about to go global! 

WHO YOU ARE 

  • Executive level customer success experience in a fast growing B2B Saas company is a must  

  • +3 years of experience from building and leading teams in customer facing role (ie. Customer Success, Account Management, Revenue expansion) in a Saas company

  • Proven track record of managing ARR, driving up growth, adoption and other key metrics of Customer Success in a managerial role 

  • In-depth knowledge of and passion for technology systems, tools and trends, preferably Marketing Technologies 

  • Strong interest to help customers gain more value AND passion for revenue and growth

  • Ability to design services and support delivery methods that correspond with present customer requirements, create customer value, and scale to meet growth targets 

  • Have strong self-management, organization and prioritization skills to balance time across strategy, client and leadership work and to be able to focus on business outcomes rather than tasks

  • Excellent written and verbal communication in English is mandatory 

  • Preferred locations of the candidate are capital Finland, Sweden or the UK. 

If you have further questions about the role, don’t hesitate to reach out to our Talent Acquisition Manager Enida at [email protected] 

 

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To apply for this job email your details to enida.kapetanovic@leadoo.com