Linkfire is the number #1 marketing tool for the creative and entertainment industry. We work with the biggest names in the music industry and route 150+ Million fans every month to the music they love. 

You will join a company with roots and heart in music. We’re a team of designers, engineers, product managers, and more, drawn from every corner of the globe. The common denominator?

Music—we live and breathe the stuff.

We're looking for a full-time Head of Customer Success to achieve high customer retention, increased MRR on existing clients, and high customer satisfaction with the help of the Customer Success team. 

The Role

Key responsibilities:

Customer Success metrics and Customer Life Cycle

- Document and analyze all current Customer Success processes and drive improvements

- Work with Senior Management to drive departmental KPIs including adoption rates, maturity, and growth

- Customer Lifecycle Management: Create and continuously update a Customer Success Team Playbook covering the full Customer LifeCycle from onboarding to renewal/churn ​- Direct the customer success team with weekly, and monthly meetings

Customer Retention

- Build data-driven customer retention programs that foster a systematic approach to maintaining positive engagement and high value-creation for customers - Support the customer success team in crafting solutions to customer problems using our technology and services    

- Increase Customer Satisfaction (NPS)

Customer Expansion

​- Develop internal playbook for upselling and cross-selling strategies to existing accounts, including but not limited to: API, additional services, upsell on product tiers

Product Advocacy

- Collaborating with the product managers and product team to feed customer feedback and issues back into the product development cycle

- Work with the product team to develop and prioritize product roadmap including feedback on behalf of the team 

- Become the stakeholder for Enterprise and Premium clients value-drivers, usage, and workflows with regards to product prioritization

Team Lead

- Lead the Customer Success team to achieve and/or exceed client expectations and customer value creation. Develop and maintain strong customer relationships

- Conduct one-on-one review with all Customer Success Staff, understand training and development needs, and develop plans for the improvement of the team's performance - Recruit, test, and hire for the Customer Success team based on criteria agreed upon with CCO ​- Implement and train the team on our customer success stack of IT (Pipedrive, e-conomic, Intercom, Zendesk, Tableau) - Build and report on all Customer Success KPIs to the CCO/CFO with ad hoc requests as well as reporting to other relevant stakeholders

Abilities and Skills:

• You have experience in setting and managing client expectations 

• You have previous experience in a problem solving and conflict resolution role

• You have 2-3 years experience in a management role with accountability to the achievement of KPIs 

• You’re knowledgeable in identifying the skills needed on your teams to drive customer success

• Excellent communication skills and the ability to listen and understand

• Strong attention to detail and solid analytical skills

About us:

Linkfire was founded as a response to the increasingly complex nature of digital music marketing. Listeners the world over are streaming through different services—so how do you connect to all of them at once, simply and smartly?

Our technology links fans directly to the content they love in their favorite app. At the same time, we empower everyone from major labels to independent artists with unparalleled audience insights.

Since we started, we’ve become a trusted partner to the music industry’s biggest names, as well as thousands of soon-to-be biggest names. We’re headquartered in Copenhagen, with offices in Lisbon, NYC, and LA. Every day we help artists we adore to realizing their potential through the power of music data.

Underpinning our culture is collaborative, agile processes, and something we like to call the ‘Nordic spirit.’ It means working together with transparency, respect, and honesty. And that goes for the way we do business too.

What’s in it for you:

• The opportunity to create the must-have product for the music industry and ensure that every month over 150+ million music fans get the best experience;

• An open, informal entrepreneurial startup working environment;

• A truly international spirit, with 4 global locations and over 25 different nationalities; 

• Enjoy paid daily lunches with your colleagues

• The chance for your work to impact the music consumption of millions of music enthusiasts all over the globe

Music has the unique power to unite us all. It transcends cultures, languages, and borders.

Every day, we help artists from around the world connect with their fans, and we’re immensely proud to count such a diverse range of creators as our users.

We embrace this diversity inside our offices too. At Linkfire, we want you to find a place to belong and feel encouraged to be your authentic self. We therefore do not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Is that you? If so, submit your resume and cover letter and we’ll be in touch!