Are you passionate about growth and taking customer loyalty to new heights? Do you have an analytical mindset and can get comfortable with complex stuff? And would you be able to shape and implement processes for the onboarding and retention of our customers? If yes, you should certainly read on. This is an excellent opportunity for someone with minimum a few years of customer success experience, to join a fast-growing FinTech firm. You will lead customer onboarding, retention and growth goals.

Who we are

Heap is a 100% digital pension company, helping people build a sustainable economic foundation for their entire life. Our platform unites powerful technology, deep market insights, and radically new user experiences like never seen before.

Founded in January 2020, Heap has grown to become a team of 9 people with strong cross-functional competencies like product design, software development, marketing, and business development. We are well-funded and backed by Topdanmark, one of Scandinavia’s largest financial institutions, and Rainmaking, one of the most experienced venture builders around. We launched the Heap platform in November with strong customer response and high growth, which we will accelerate in the months and years to come. 

What you will do

The Heap Customer Success Manager will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the Heap platform.

As a new colleague and Customer Success Manager in Heap, you will lead the build-up of our customer network and design processes to support efficient onboarding, welcoming, and retention activities. You will work pro-actively to maintain and develop relationships with our customers – private individuals and small businesses – and represent the customers within the Heap organization across teams. You will be the go-to person for any Heap member to get the customer perspective and always be up to date on customer satisfaction, loyalty and most important areas of improvement on our Heap platform.

You will work closely with the CEO and can expect to build/manage a small team. You will also roll up your sleeves, a lot. This is not just a “manager“ role.

Your tasks and responsibilities will be to:

• Understand customer outcomes by communicating with customers, analyse customer metrics, run NPS and gather other feedback

• Serve as the primary contact for the onboarding and welcoming of new customers

• Represent the voice of the customer to provide input into the product, marketing and development process

• Track customers' levels of engagement with Heap and provide feedback to the other teams regarding product and service improvements

• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

• Collaborate closely with Heap team members to support improvement opportunities and product updates

• Drive retention and growth among our customers by understanding their needs and helping them succeed

Your profile

• You have +3 years of experience from customer success or account management in a Financial Services or startup company

• You are empathetic and have a proven track record of working with, and managing stakeholders and customers

• You have an analytical mindset and are good at solving complex issues

• You are well-structured and pay attention to details

• You have excellent communication and interpersonal skills

• You are able to operate effectively with uncertainty and change

• You master the Danish and English language in writing and speech

• Experience with Intercom, Customer.io, or similar live chat and email platforms is useful but not essential

• Preferably, you are tech savvy or at least more than your parents – we are a tech company and aiming to set new standards with our digital platform

• You have a relevant educational background.

What we offer

• A seat on the Heap growth journey with very high ambitions – where you can set your mark on the future of pension

• An energetic, diverse, and experienced Heap team of 9 – and growing fast

• An informal tone where you can be yourself and have fun at work

• Professional sparring, frequent alignment and openness to share ideas across the company

• A lot of responsibility and freedom

• A salary package including equity

• A great office environment at Talent Garden - Rainmaking Loft on Holmen

• Catered lunches every day and freshly made coffee from our own barista

Learn more about us at heap.dk

Interested?

If you see yourself as the perfect match, don’t hesitate to share your CV and motivation letter at TheHub.io.

Looking forward to hearing from you!