Head of Customer Success

Salary Competitive

Rokoko is a rapidly growing company providing motion capture and animation tools for the global entertainment industry. Our customers include global top-tier game, film, AR/VR, and VFX producers as well as thousands of indie creators making unique content all over the world.


We are looking to 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 team in Copenhagen and report directly to our 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 team 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 customer experience: Proactively identify areas and implement strategies that will strengthen the customers experience.

  • Analysing, reporting and acting on key Customer Success 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, or other) with a strong preference for customer success.

  • Min. 3 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.

For more information or questions please contact us at jobs@rokoko.com

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.

Skill development
Skill development

We want to take you from good to great.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

See all 10 benefits

Working at
Rokoko

Headquartered in Copenhagen, Denmark, and with teams located in San Francisco, Los Angeles and Athens, our vision at Rokoko is to give all creative teams access to quick, non-intrusive and intuitive animation tools. After founding our company in 2014, we immediately embarked on designing and producing our current flagship product, the Smartsuit Pro, which is an inertial motion capture suit that has now been shipped to more than 100 countries. The product was designed to make professional motion capture accessible to all creators. Today, the many thousands of users across a wide variety of skill-levels and application cases attest to that goal having been achieved. ‍ After the Smartsuit Pro, we launched both our Smartgloves for finger tracking and our facial motion capture solution. On top of that, we have released the Motion Library, the world’s largest marketplace of motion assets where users can find AAA-quality motion capture assets, created by professional mocap studios, and purchase them for $3 or $6 per asset. Lastly, we're constantly expanding the software suite behind all the magic, Rokoko Studio, with new and exciting animation features. This powerful motion editing tool will increasingly become a one-stop-shop for all character animation work, regardless of what software or hardware tool you decide to pair it with. ‍ All these products are aimed at making access to creating, editing, and collaborating with professional 3D character animation quick, intuitive and accessible anywhere. As a result, one-man army indie creators as well as some of the biggest animation production companies in the world all choose Rokoko’s tools for their animation pipelines. And we’re only just getting started!

Read more about Rokoko

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