Head of Customer Success

Head of Customer Success | Mission Led Sustainability Software | Hybrid: 2 days per week in Amsterdam office | €80-90K base + bonus

Zeren are partnering with a mission led SaaS business who have developed a sustainability led data platform that measure impact and carbon, while improving procurement and supply chain within the agriculture industries.

They are now looking for a Head of Customer Success and Support based in Amsterdam.

This exciting new position will be responsible for building, from scratch, both the Customer Success and Support teams for their flagship SaaS product.

In this role, you will be responsible for developing a customer success strategy and customer support helpdesk and lead on selection and implementation of systems and tools. You will also lead and line manage an international team of direct reports.

Responsibilities

The Head of Customer Success and Support has the following areas of work and responsibilities:

Leadership and Strategy

• Develop and execute a customer success and support strategy that enhances customer satisfaction, retention, and expansion.

• Establish key performance indicators (KPIs) for the department that align with the company's strategic goals.

• Build and lead the customer success and support teams, including recruitment, training, and professional development.

Customer Relationships

• Build strong, lasting relationships with key customers, understanding their needs and ensuring their success with the platform

• Serve as a point of escalation for key customer issues, ensuring quick and effective resolutions.

• Drive customer loyalty and retention through excellent service and proactive engagement strategies.

Operational Management

• Oversee the daily operations of the customer success and support teams, ensuring efficient and effective service.

• Implement and refine customer success and customer support processes and tools to enhance team productivity and customer satisfaction.

• Analyse team performance data to make informed decisions about strategy and improvements.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Product and other departments to ensure a cohesive end to end customer journey.

• Collaborate with Product to capture actionable customer feedback on the platform including the underlying drivers and customer needs

• Foster a company-wide culture of customer success, emphasising the importance of customer outcomes and satisfaction across all departments.

Customer Advocacy

• Champion customer needs internally, ensuring that their voices are heard and considered in product development and business decisions.

• Develop and manage customer advisory boards or similar forums to enhance customer engagement and gather strategic insights.

Innovation and Improvement

• Continuously seek and implement new ways to enhance the customer experience and operational efficiency.

• Stay informed about industry trends and best practices in customer success and support, adapting strategies as necessary.

Qualifications

Experience

• 10 years’ workplace experience

• 7 years’ experience in Customer Success

• Proven track record of success in a senior customer success role at a B2B SaaS firm, preferably in a related industry.

• Demonstrable experience leading and scaling customer-facing teams in a fast-paced software environment.

• Deep experience hiring and training customer success teams

• Experience working on brand new products or propositions as well as mature product

Technical Proficiency

• Proficiency with customer success software, customer relationship management tools and data analytics platforms.

• Expert in implementing customer success best practices and selecting which approach to use at different phases of a product’s lifecycle

• Demonstrable familiarity with customer support processes and best practices

Skills

• Strong leadership, coaching and people management skills.

• Excellent communication and interpersonal skills, with an ability to engage and influence both customers and internal stakeholders.

• Strong analytical and problem-solving skills, with a proven ability to use data to drive strategic decisions.

Personal Attributes

• Customer-focused mindset with a passion for delivering exceptional service.

• Resilience and adaptability in the face of challenges and change.

• Strategic thinker with the ability to see the big picture while also diving into details when necessary.