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.

Responsibilities

• 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.

Requirements

• 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.