Head of Customer Success (SaaS)

Salary Competitive

Head of Customer Success

Position Overview

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).


Responsibilities

Drive Customer Success Outcomes

  • Increase onboarding, conversion, renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle 

  • Map customer journey

  • Develop listening points in journey (e.g., usage, satisfaction, etc.)

  • Standardize interventions for each point in journey

  • Define segmentation of customer base and varying strategies

  • Identify opportunities for continuous improvement

  • Learn from best practices in industry

Manage Customer Success Activities

  • Onboarding

  • Training

  • Professional Services

  • Customer Support

  • Customer Success Management

  • Renewals

  • Cross-sell / Up-sell

  • Advocacy

Measure Effectiveness of Customer SuccessDefine operational metrics for team

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team, company and board

Lead World-class Customer Success Team

  • Recruit experienced leaders for each functional role

  • Attract high potential individual contributors into team

  • Create rapid onboarding process for new team members

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through TechnologySupport systems

  • Customer marketing software (ex. Hubspot, Intercom, and more)

  • Reference and advocacy solutions

  • Customer Success Management platform

Inspire Customer Success Across CompanyCreate company-wide culture of Customer Success

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Drive company-wide definition of ideal customer

  • Create a company-wide customer feedback loop

Required Experience/Skills

  • 5+ years experience in leading customer-facing organizations

  • Ability to manage influence through persuasion, negotiation, and consensus-building

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • An enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Relevant Bachelor’s degree


For more information or questions please contact us at Lucas@newglue.com or phone number 0738087577

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Working at
NewGlue

NewGlue is an award-winning and venture-backed SaaS startup in Stockholm. We are building out the world's first Virtual Marketing Team offering small businesses and ai-powered Virtual Designer, Copywriter, and Project Manager that create high-quality logos, branded merchandise, social media content, websites, and more.

Read more about NewGlue

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