At Proposales, we're on a mission to shape the future of business proposals, replacing static documents by defining a new online standard fully powered by web technology (literally, a piece of internet infrastructure).

We’re on an ambitious journey disrupting the status-quo with a product that fundamentally changes the daily workflow for our customers, and earning their trust is essential for Proposales long-term success.

We are looking for a passionate and innovative Head of Customer Success who loves to operate at the intersection of customer and product and wants to take on the challenge of building the world’s best product-led Customer Success team.

Creating a genuinely customer-centred business has been at the core of how we operate since the beginning; we’re big fans of companies like Intercom, Typeform, Zendesk, Slack— and are ready to take Proposales to the next level when it comes to highly scalable customer success.

Your mission:

• Set the overall vision and strategic plan for the Customer Success team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross net retention improvements

• Optimise for customer self-service, develop a blueprint for smartly designed touchpoints, helping customers succeed beyond expectations

Some of your focus areas will be:

• Ensuring success excellence: You’ll be a hands-on member of the CS team who can teach your team best practice. You’ll play a leading role in evolving our CS playbook, creating a CLV engine and building out the product feature that is CS and contributing to the overall product direction. We expect a broad set of skills and the ability to design experiences through proactive engagement.

• Road-map planning and prioritisation: You’ll help the team focus on the needs of our customers. By understanding those needs, you’ll help them determine which projects will be most impactful, and by defining project scope, you’ll help them prioritise and manage their work.

• Building your team: You’ll help your (currently small but growing) teamwork together and bring out individual strengths. You’ll put in place the structures you feel your team needs and communicate effectively. You’ll also play an active part in hiring, onboarding and growing your team to increase your capacity to take on bigger challenges.

About you:

• You've been an early hire at a fast-growing SaaS start-up before, preferably in the Product or Customer Success function

• You love getting to know new people and helping them solve their business challenges

• You are tech-savvy and pick up new software fast

• You have a deep understanding of value drivers in recurring revenue business models and a passion for revenue and growth

• You like innovation and organisation. You look for ways to improve processes and to work smarter, not harder. If there's a function or a way to reduce redundant work, you're on it

• Working proficiency and communication skills in both verbal and written English and one other European language.