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Head of Customer Success

RemoteNetherlands, Noord-Brabant, Eindhovencustomer management

Job description

What is Expandi?

We're not your average startup. We started from the ground up in 2019, bootstrapping our way to millions in revenue. Our software helps our customers to get results and supercharge their automated outreach game.

EXPANDI is the most powerful sales automation platform for outbound challenges on LinkedIn and Email . At the moment 12.500+ B2B businesses, startups, and agencies worldwide are Using EXPANDI.

Our mission is to make social selling outreach easy and accessible for any business.

What we're looking for

With the highly growing number of paid clients and the ambitions we have for the future. We are looking for a Head of Customer Success who will play a critical role to realize our ambition.

You are responsible to build and lead the customer success team, which currently consists of Customer Success Managers and a Support team. You will optimize, create & manage all relevant processes and make sure that all customers receive the tools and support they need to use our products, in a scalable way.

You are responsible to drive the key metrics on NRR, Net Churn & Customer Satisfaction. We are looking for someone who can take our Customer Success department to the next level. 

Your main responsibilities:

  • Strategic leadership for defining & growing the Customer Success department.

  • Managing the team within Customer Success & support managers.

  • Decreasing gross churn along with the product manager & marketing team (shared responsibility).

  • Developing and implementing strategies to grow revenue at existing customers and customer health to decrease Net Churn.

  • Creating processes within the Customer Success department.

  • Actively go through customer data, understanding their needs and turning this into actionable insights and accountability for improvement.

Job requirements

What kind of talents do you have

  • 5+ years of experience in customer success or account management within the SaaS industry

  • Ability to think strategically and make data-driven decisions

  • Team leadership – you have built and managed global teams

  • Strong communication and interpersonal skills

  • A pragmatic and 'Can Do Mentality'

  • You have experience managing relationships to high-level executives and have discussed technical solutions

Nice to Have

  • Experience with tools: Intercom, Expandi, Hubspot, Linkedin.

  • You are familiar with our competitors and have an understanding of our platform or alternative marketing automation-style solutions.

What’s In It For You

  • A chance to make an impact and a real difference in the strategy of the company.

  • Competitive salary - based on experience & industry standards

  • Work from where ever. We do have offices in Eindhoven and Vilnius

  • Budget for learning and development.

  • 25 paid days-off

  • Regular team-building events

  • Opportunities for equity participation may be available upon results

  • A company that truly stimulates team building & internal collaboration

  • A high focus on personal development for you and your team

Remote
Netherlands, Noord-Brabant, Eindhoven
customer management