Are you passionate about building strong relationships with customers and consistently delivering excellent customer experiences? If yes, then you should apply as Firmnav's new Head of Customer Success!

Who is Firmnav and what do we do?

Firmnav is a fast-growing AI and data company headquartered in the heart of Copenhagen. We are working with leading firms within Private Equity, investment banking as well as corporates within sales and analytics. We are empowering our customers with the next-generation company and market intelligence through our SaaS-based platform as well as our custom-built solutions. On our journey to become the leading AI provider for company and market analytics, we have Trifork Group as well as other investment firms to fuel our growth.

What is the role as head of Customer Success?

As our new Head of Customer Success, you will be responsible for developing customer relationships that promote retention and loyalty. You will be working at the forefront with customers to ensure they are satisfied and to improve upon areas of dissatisfaction. You will be playing a key role in building a culture of constant improvement in the world of agility, challenging the customer status quo, and finding ways to inject speed into processes to ensure customer value realization with Salesforce while fostering exceptional long-term relationships with the customer. You are going to build and lead our Customer Success area from the bottom up. 

Your main responsibilities will include:

• Conduct assessment on the current situation and highlight solution opportunities
• Develop Service Excellence framework & guidance
• Maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn.
• Develop suitable Service Excellence approach and journey
• Develop Customer Service guidance & respective solutions
• Conduct sales country-specific improvement projects
• Gather data to better understand customer expectations & current service performance
• Develop & pilot customer service improvement approach
• Minimize customer churn

   

What does it take to succeed in the role as Head of Customer success?

You are a proven, hands-on leader who is passionate about helping your team reach their goals and grow, both personally and professionally. You have experience in a fast-paced environment, leading processes to increase adoption, revenue, and retention, preferably within a SaaS company. You are naturally curious with an eye for process advancement and scalability while driving engagement and performance. You are driven to exceed company, team, and individual goals. 

In addition, you are expected to:

• Have +2 years managing customer success, Onboarding/Integration, or support team within a SaaS company
• Have +2 years in a post-sales role
• Strong verbal and written communication, strategic planning, and project management skills
• Be an extrovert, energetic, and driven person with an ambitious mindset
• Most importantly, you are passionate about ensuring the best practice of customer service, hence solving problems, identifying root causes, and translating analyses into concrete recommendations.
• Be ready to learn and grow by taking advantage of every opportunity available to you
• Possess strong emotional intelligence and an entrepreneurial mindset
• Be a proactive person, who always strives to deliver the best results
• A thorough understanding of product adoption, activation, and engagement
• A proven track record in providing a world-class customer experience
• Experience operating with a large Clients Portfolio

What Is It Like Working at Firmnav?

We desire to be a non-hierarchical, purpose-driven startup. At firmnav, we have a self-driven, high-performance culture that encourages teamwork and rewards success. You become part of the firmnav family, working at the forefront of disruptive innovation, where you get to take part in shaping the future with innovative solutions. Our work environment is characterized by being dynamic and fast-paced with no formal organizational hierarchy. 

In addition, our work environment can be described as:

• An open-minded, collaborative culture, and informal work environment where you get a great amount of responsibility and autonomy. Hence, you will play a vital role in shaping the product, innovation, and company culture.
• Learning and development opportunities - we are growing rapidly, hence you will be given opportunities to learn, great responsibilities, etc.
• Flexible working hours to accommodate and the option to work remote
• Fun and social events & activities such as a running club, fredagsbar, gocart, etc.

  
  

What is the recruitment process and timeline?

We have no deadline but recruit on a rolling basis on a first-come, first-served basis.

For more information or questions please contact us at n.stummann@firmnav.com