We’re looking for a Customer Success Lead to join the Calqulate team.
Calqulate’s mission is to bring financial knowledge to CEOs and founders, empowering them to make better business decisions and to reach their next funding round. 💰 Our vision is to create a software that unifies and automates a startup's financial and growth analytics, helping them scale and grow faster. 🚀
Calqulate is a platform that simplifies our users’ financial reporting and forecasting. We provide CFOs, CEOs and founders with the accurate, up to date data they need to generate Customer Acquisition Costs (CAC), Lifetime Value (LTV) and Monthly Recurring Revenue (MRR), giving them a birds-eye view of their company’s current and predicted growth path.
Our company is growing fast. We have created a diverse, multicultural and geographically dispersed organization. 🌍 Our team members share some common traits, and we strive to create a culture of humility, reliability and approachability. We also like to remain factual.
As the Customer Success Lead at Calqulate, your responsibilities will include:
Leadership and vision
Defining the direction for Customer Success, being an active member of the leadership team
Working collaboratively with other teams (product, development and sales) to ensure we provide a consistent high quality experience for our customers
Being the customer's voice internally
Being an active advocate for Calqulate, our platform, and our technology
Goal setting and process building
Owning our customer's journey, all the way from managing onboarding to preventing churn, with a focus on product adoption and customer experience
Developing and implementing processes and systems, providing a means for effective performance management and reporting
Identifying the highest value drivers to increase our customer's satisfaction, presenting recommendations to prevent early churn signals
Implementing processes to maintain low response times, ensuring customer issues are escalated through the right channels, orchestrating resources across the company as appropriate
Day-to-day customer support
Acting as the first line of support for our customers, ensuring queries are resolved quickly and efficiently (Zendesk).
Developing tech-touch solutions, such as our knowledge base, to improve our self-service onboarding and support.
Leading people
Building and leading a high performing Customer Success team. As a first CS hire you have the opportunity to build your own team as we scale
Leading and working closely with the Head of Growth to ensure alignment between Sales and Success
Being the subject matter expert in the Success team by keeping up to date with latest best practices and tools
We're looking for someone who's an inspiring leader, visionary, and strategically smart. You'll get to work with the best team in the world, and we always aim to let Calqulate's customer experience be the talk of town! You lead, you drive, you oversee the overall funnel to always meet and over-achieve on the customer expectations.
Please reach out if you're interested — even if you don't think you fully fit the description. We're happy to chat!
Your background
Proven experience in similar position
You have experience leading a CS team in a rapidly growing business - setting up and developing best practices to align with the company's growth
You've managed a small team, but know what is needed to help it scale
Experience in a SaaS company would be a plus
Experience leading the function in a distributed setup would be a plus
Your personality
You are a confident and effective communicator, able to tailor format and content based on your audience
You've a proven ability to challenge, influence and do things differently with positive business benefits
You know how to deal with ambiguity and are able to navigate through it with perseverance, and with a positive attitude
You're a results driven coach who supports, develops and inspires others to excel
You're pragmatic and results oriented - able to take ownership and execute on tasks as well as able to delegate projects
You're a creative thinker - you know all stages are different and do not try and fit out of the box solutions
Why Calqulate:
Benefits of a fast growing and agile company
Multicultural and diverse working environment
A culture of approachability, humility and fun working together
We're located at Maria01 in Helsinki 🇫🇮, Station F in Paris 🇫🇷 and Spaces Rotermann in Tallinn 🇪🇪. We have a flexible remote policy, but in order to concentrate our Customer Success team in the same area we will favour candidates available in Helsinki.
Please submit your application and CV. We are processing applications as we receive them. All communications will be confidential.
Calqulate celebrates diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and talents. The more inclusive we are, the better and more inclusive our work will be.
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Kids are the future, go spend time with them.
We want to take you from good to great.
You know how you perform best. Work from your couch, your favorite cafe or abroad when you feel like it.
Are you a true Tech Savvy? Macbook, trackpad, you name it, we get you covered.