(C335) - Head of Customer Success

(C335) - Head of Customer Success

27 mar
Merlin Digital Partner

27 mar

Merlin Digital Partner


At Merlin, we offer solutions to our clients in recruiting and hiring IT & Digital talent, in personalized digital transformation plans, career mentoring and consulting for start-ups.

We work with companies such as: Grupo ANTAI, Wallapop, Deliberry, Grupo Godó, Zinio … along others!

Our partner is a one of the biggest European start-up / B2B SaaS company, they are quickly expanding across Europe, growing their partner team with a dedication to consultancies, system’s integrators, and other strategic partners that work with SMB and Midmarket clients across EMEA.

They are looking for a Head of Customer Success ,

to lead a team of high-performing Customer Success Managers in the HQ.- Barcelona to service their diverse and fast growing customer base.

This role will require a strategic approach to the customer lifecycle, a scalable approach to success, and the ability to manage relationships across a large number of customers across many verticals.

You will be tasked with developing and owning the strategy to ensuring our customer stakeholders accomplish their goals and effectively recognize and communicate the value that the brand brings to their organization. You will work to execute a proactive customer engagement approach, drive a proactive tech touch strategy to deepen client relationships, and ultimately guide customers through a successful renewal.

Their ideal candidate is a strong, multi-lingual leader, high profile who has a proven track record of successfully managing customers from SMB to enterprise, has implemented successful many strategies, has a history of fostering a positive and high-performing culture while building an exceptional tea m!

What you'll be doing...

Act as a proactive leader, owning the customer journey, and orchestrating meaningful touch-points with customers, drive product adoption, retention, and growth.

Help to hire, manage, coach, and develop a team of high-performing Customer Success Managers.

Work with marketing to implement and refine a strategic tech touch strategy and measuring outcomes.

Interpret data quickly to set individual and team goals, measure success, and run your business.

Constantly measure, refine, and invent new methods that create a fantastic experience for their customers.

Own the full customer cycle including managing customer renewals, create and manage forecasts for the team, mitigate churn risks, and be responsible for cross-sell and up-sell targets.

Possess and continually evolve a deep understanding of how we create value for the customers at scale.

Lead your team to develop a trusted advisor relationship with key customer stakeholders and executive sponsors.

Serve as customer advocate while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, and engineering.

You will be the ideal candidate if you...:

Come from a SaaS Compnay

Have Lead a Customer Success Sr team before

You are an expert in customer satisfaction + retention (b2b)

Technically savvy: you know the ins and outs of all digital tools you use and you quickly understand and become an expert on any new tools you need to use.

Very well organized: you are able to prioritize, you keep yourself focused and you always pay attention to detail.

A good team player, resolutive and proactive.

You are motivated by challenges, and you don’t get easily overwhelmed when there are lots of things to do.

Smart and fast-learner, but humble enough to give and accept constructive feedback.

Someone who always puts the team and company goals before his/her own professional goals.

Passionate about the continuous improvement of processes, as well as excellence-oriented.

Spanish / English (must) and french is a ++

Salary: 50k-70k

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