ABOUT THE JOB

Agillic has a subscription-based business model making Customer Success vital to our long-term profitability and growth. We are currently looking for our new Director of Customer Success, who will become responsible for driving value creation for our clients through developing and maintaining strategies to expand increased engagement and adoption of the Agillic platform.

Our Sales Team is great at bringing in new clients making it vital for Agillic to have a stable team of experts who oversee onboarding, inspiration, and growth along with helping our clients maximize their volume by using Agillic. Our Director of Customer Success is a high performing role, where you will get full ownership of our great team of can-do spirited Customer Success Managers, which raise expectations to recruit, retain and grow your team. You will be responsible for growing and maintaining a team-based culture, focused on customer outcomes, and managing against performance expectations.

YOUR RESPONSIBILITIES 

In the role as Director of Customer Success you are expected to drive initiatives that expand product adoption and identify new growth opportunities for clients. This means effectively spreading knowledge of best practices across the customer base and developing mechanisms to drive efficient product adoption together with your team members. The main responsibilities of the role include: 

Drive customer success outcomes

• Improve customer lifetime value through higher product adoption, customer satisfaction and overall health scores

• Implement and optimise the Customer Success Programme and processes to maximise scalability of CS work

• Define and optimize customer lifecycles

• Define and track customer health score through usage and satisfaction

• Define segmentation of customer base and varying strategies 

• Identify opportunities for continuous improvement

Leadership/Management

• Report to management on metrics

• Create company-wide culture of Customer Success

• Align with internal stakeholders around key priorities

• Create a company-wide feedback loop

Team Development

• Lead a  world-class Customer Success Team via excellent team management, coaching and by encouraging continuous learning within the team

• Attract high potential individual contributors to the team and recruit these for each functional role

WE ARE LOOKING FOR YOU IF YOU HAVE

• 5+ years of experience in leading customer-facing organizations

• Experience working in a MarTech SaaS company

• Proven success with people management and leadership

• Previous experience with implementing and managing a Customer Success Program in a B2B Software company

• Solid experience with contractual work and renegotiations of software agreements at an enterprise level

• Solid stakeholder management experience

• Professional experience with Omnichannel / CRM / Direct Marketing from the client side or agency is a plus

• Fluent in Danish and English, both oral and written. Norwegian and Swedish is a plus

PERSONAL PROFILE

• You are a strong leader with excellent people skills

• You bring a can-do attitude and can execute on projects while getting the team onboard and motivated

• You have good coaching and negotiation skills

• You possess strong presentation skills

• You have the ability to collaborate cross-functionally

• You are tech-savvy

WHAT WE OFFER

• An amazing and dedicated team

• A buzzing office in the heart of Copenhagen

• Great work-life balance

• Friendly work-from-home policy and flexible working hours

• 6 weeks of paid vacation

We are an agile, open-minded organisation where you have a say in the way we work and on the product we develop. As a growing company, in a very dynamic industry, we value initiative and perseverance and believe in trusting and respecting each other. We value our employees and prioritise a great work environment. On top of that, we also offer the everyday-perks from breakfast and afternoon snacks to great coffee and good drinks at Friday-bars.

While we’re on the hunt for the perfect candidate, we understand that a qualified candidate doesn’t always fit the mould we’ve created. If you feel you have what it takes to grow into the person we’re looking for, we will be more than happy to receive your application!

The compensation package is based on individual skill-set and experience.

ABOUT AGILLIC A/S

Agillic is a Nordic software company enabling marketers to maximise the use of data and translate it into relevant and personalised communication establishing strong relations between people and brands. Our customer marketing platform uses AI to enhance the business value of customer communication. By combining data-driven customer insights with the ability to execute personalised communication, we provide our clients with a head start in the battle of winning markets and customers. 

Besides the Company’s headquarter in Copenhagen, Denmark, Agillic has sales offices in London, Stockholm, Berlin, Düsseldorf and Prague as well as development units in Kiev and Cluj-Napoca.

For further information, please visit www.agillic.com.