We are looking hire a Head of Customer Success to drive customer satisfaction and retention across our products. In the role you will lead Rokoko’s Customer Success & Support team in Copenhagen and Athens and report directly to the COO. The ideal candidate will have a proven track record developing and leading CS strategies and processes. The role requires someone who is very customer-oriented and strong at communicating as well as coaching and directing a small, high-performing team. This is a unique opportunity to join a category leading brand with strong traction into the scale-up phase. We offer a steep learning curve and an ambitious and international work environment.
Team leadership: Build and lead our CS & Support team with 4 employees and report to our COO.
Onboard new customers: Maintain and adapt processes to ensure that new and returning customers are on-boarded successfully, receive value quickly and get a great first experience with Rokoko.
Ensure customers realise their desired outcomes: Be 100% focused on our customers and make sure customers realise their desired outcomes with our suite of products.
Increase retention and renewal rates: Develop processes and relationships that increase retention and loyalty of our customers to ultimately increase renewal rates.
Synthesize customer feedback: Synthesize customer feedback and work with internal teams including Product Development to respond to current and emerging needs.
Strengthen the support experience: Identify areas and implement strategies that will help customers receive the knowledge and support they require rapidly and proactively.
Analysing, reporting and acting on key Customer Success & Support metrics: Maintain, share and act on customer insights including the health of our customer base, customer sentiment, customer adoption and churn indicators.
Identifying Expansion opportunities: Gather customer insights that can be used by Sales for expansion and upsell opportunities based on indicators including CSATs, NPS & Product utilisation.
Min. 2 years experience with people management in teams of +5 employees.
Min. 2 years relevant work experience in a related role (e.g. customer success management, account management, customer support, or other) with a strong preference for customer success.
Min. 4 years of experience in growth companies preferably in scale-up phase.
Superior and proven communication skills (internal and external).
Strong drive and the ability to set goals ambitious and reach them.
Analytical data-driven mindset with strong communication skills.
Passionate about trends and development in tech or film/game industries.
Fluent in English language both written and oral.
This job comes with several perks and benefits
Enjoy a free catered lunch with your colleagues, every day.
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.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
We want to take you from good to great.