Interested in a job at a multiple award-winning and rapidly growing tech startup? Rokoko is a category leading brand, providing motion capture and animation tools for the global entertainment industry. Our customers include top tier game, film, AR/VR and VFX producers as well as thousands of indie creators making unique content. Our vision is to enable every creator to be able to do 3D animation - intuitively, collaboratively, and fast!

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.