Empowering the Growth of B2B Subscription Companies

As businesses increasingly recognize the advantages of a subscription-based model-predictable revenue, scalability, and enhanced customer relationships—many still struggle with the demands of scaling efficiently. Younium was established to address this need, offering a powerful cloud-based solution for B2B companies to efficiently manage complex subscription operations, financial workflows, and reporting. 📈👨🏽‍💻

Welcome to Younium!

Younium is a dynamic, fast-growing company that has moved beyond its start-up phase and is now in an exciting period of expansion. Join an energetic and collaborative workplace where creativity, transparency, and individual ownership drive us forward.

With offices in Amsterdam, Stockholm, Malmö, Krakow, and Philadelphia - our team spirit knows no boundaries! 🌍 

Younium has customers across 15 countries and is rapidly expanding. With a clear vision for growth, we are committed to growing our customer base 10x in the coming years. To support this ambitious goal, we seek a dynamic and strategic leader to join our Leadership Team as the Vice President of Customer Success.

Objective for VP Customer Success: 

As the Vice President of Customer Success, your primary objective is to be a proactive, thought-leading business partner and trusted advisor to our 250 customers and tirelessly serve as the voice of the customers within the Younium organization. It is a unique opportunity to build organizational capabilities and an international team to both serve and manage commercial relationships with customers in North America and Europe across exciting industries like FinTech, HRTech, EdTech, etc. We are very proud to have a rapidly growing and committed customer base, and we can ensure you'll have a very dynamic and exciting challenge! The position will be based at our Amsterdam office.

Overall objectives include:

• Lead, grow, and efficiently scale the international Customer Success team of 4 people, providing guidance, mentorship, and support to ensure successful customer account management worldwide.
• Serve as a thought leader and strategic advisor to international customers, leveraging deep industry knowledge and business insights to identify growth and improvement opportunities.
• Lead Quarterly Business Reviews for our large customer accounts and groups and be a proactive partner in the planning and executing the account management.
• Act as a key escalation point for existing customers, resolving conflicts, mitigating risks, and maintaining strong relationships to foster long-term partnerships worldwide.
• Contribute to strategic planning and business development efforts in international markets, driving account management activities, participating in customer meetings, and identifying opportunities for upselling, cross-selling, and expanding services across borders. 
• Oversee the end-to-end customer journey, from planning to execution, monitoring, and delivering, ensuring adherence to customer objectives, budgets, and quality standards in diverse cultural and regulatory environments.
• Drive continuous improvement initiatives within the Customer Success team, optimizing processes, tools, and methodologies to enhance efficiency, scalability, and customer satisfaction across borders.
• Develop and maintain metrics, KPIs, and reporting mechanisms to track financial performance, resource utilization, and customer satisfaction on a global scale, providing regular updates and insights to leadership.
• Collaborate closely with Sales, Professional Services, Development, Product and Support, and other cross-functional teams to understand customer challenges and requirements and drive account management across international markets.
• Demonstrate strong, confident, and visible leadership to cultivate a culture of excellence, collaboration, commercial acumen, and accountability.
• Stay informed about international industry trends, best practices, and emerging technologies related to Customer Success and SaaS solutions, applying knowledge to drive innovation and stay ahead of the competition. 

Responsibilities:

1. Develop an international function to make our customers the most successful in their chosen niche, focusing on markets in Europe and North America by implementing robust strategies, structures, and processes to support the customer journey and facilitate the profitable growth of our customers and ourselves.
2. Enhance the Customer Success capabilities to efficiently support the customer journey for enterprise-level and small, rapidly growing customers and ensure increased Upsell, Retention, NPS, CSAT, and reduced churn.
3. Report directly to the CEO, providing regular updates on the progress of Customer Success initiatives and contributing to strategic decision-making at the executive level.
4. Leverage insights from the Customer Success team to drive continuous improvement at Younium.

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field.
• Proven experience (3-5 years) and success in a leadership role within Customer Success, preferably in a SaaS or technology company with an international focus.
• Been a significant contributor in taking a Customer Success team through a stellar 10x growth journey.
• Strong understanding of customer lifecycle management methodologies, with demonstrated success in managing customer journeys across international markets.
• Experience with financial and ERP systems is a must.
• Proven track record of growing a Customer Success business, with a strong focus on driving profitable revenue growth and expanding business with the installed customer base.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to effectively interact with customers, internal teams, and executive stakeholders in diverse cultural settings.
• Proficiency in analyzing data, interpreting metrics, and making data-driven decisions to optimize performance and drive business outcomes on a global scale.
• The role will be based in Amsterdam, NL, and experience from working in a Nordic corporate culture is beneficial.
• Younium encourages and welcomes applications from female candidates, promoting diversity and inclusivity within the organization and Management Team.

Younium is committed to fostering a diverse and inclusive workplace where all employees are valued and empowered to contribute their unique perspectives and talents. If you are passionate about driving innovation, delivering exceptional service, and shaping the future of Customer Success, we invite you to join our team and be a part of our exciting journey towards success. 

Our team

We are a team of 65 people working from Stockholm, Malmö, Amsterdam, Krakow, Philadelphia, and remotely. We are proud that we have a strong community and good team spirit, are agile, and are changing rapidly in a growth-oriented environment. We have clear responsibilities and defined ownership, but we have a mindset of collaborating and helping each other throughout the team. There are plenty of opportunities and room to grow, a belief in inclusion, and allowing people to grow, learn, and contribute. We have sustainable working conditions and work-life balance through the ability to do remote work and flexible working hours. Ultimately, our ongoing quest is to have fun in everything we do at work and outside! 

📆 ⏰ starting date for this position will preferably be ASAP.

📍 Please note that we do not offer any relocation package, nor will we recruit outside the EU for this position. This role will be based in Amsterdam with a hybrid remote setup. Occasional travel is required to our HQ in Stockholm.