The Customer Success (CS) team at Sani nudge is a potent combination of Account Management, Customer Support, Implementation Services and is considered a critical component of our company’s growth. The CS team is the definitive owner of the client journey from contract signature to contract renewal and is ultimately accountable for maintaining our 0% customer churn record.

The Head og Customer Success is responsible for the client journey from contract signature, to contract renewal, including product implementation. Your mission is to ensure that every client successfully adopts our technology and becomes an advocate for our products and company.

We view CS as a data-driven science, and take a quantitative, metrics driven approach. As a part of our Product organization the CS team plays a key role in our human-centered approach to technology and product development. Furthermore, they are a primary stakeholder in our sales and marketing strategies in order to ensure a consistent track record of exceeding our customer's product and service expectations.

Key Outcomes:

• Based on company sales projections, create and maintain a growth plan for the Customer Success Team, defining team size, roles, titles, compensation, etc…

• Propose improvements to customer success metrics and KPIs. Responsible for ensuring Customer Happiness Index (CHI) scores highly correlate with renewals and willingness to provide positive references. Ensure CHI Scores are fully quantified through data and metrics, and has a regular measurement cadence.

• Evaluate, improve and oversee sales hand off and implementation processes. 100% of newly installed hospitals should be implemented on schedule with engagement and adoption scores above target.

• Institute and maintain regular Quarterly and Annual Business Reviews with entire customer base ensuring a pro-active customer service posture, and 100% client retention.

• Maintain sustainable reference program in partnership with Sales teams. Develop relationships with critical clients’ executive stakeholders, and secure agreement to provide references to prospective customers.

• Develop and implement customer engagement program to ensure successful product adoption, feature use, and behavior change.

• Provide input to Product and Engineering teams to ensure critical client issues, needs and opportunities are evaluated and prioritized effectively.

Key Competencies:

• Customer service is the air you breathe and you get a kick out of helping others

• Data driven. Highly analytical, with experience analyzing data and quantifying Customer Success metrics.

• Written communicator. Writing should be clear, concise and adapted to various audiences in both Danish and English

• Verbal communicator. Ability to develop trust, connections and relationships over the phone and screenshare.

• Passionate presenter. Ability to engage and energize client stakeholders through group presentations.

• Proficient manager. Ability to mentor, coach and hold direct-reports accountable.

• Customer Success subject matter expert. 

• Minimum 1 year of experience with  customer success supporting a rapidly growing customer base.

• Bonus: Healthcare industry knowledge, or experience implementing healthcare technology products.

• Ability to travel 30 days a year

Information about Sani nudge Aps can be found on www.saninudge.com.

Salary level: DKK 30.000 - 40.000 / month depending on qualifications. 

- Free fitness

- Daily paid breakfast and lunch 

- Budget for annual education

- Paid computer and phone

Do you want to join the team?

If you would like to learn more about the job, you are welcome to contact Theis Jensen,  tel: +45 3113 7282. We will assess the applications directly as received.

We look forward to hearing from you.