Head of Customer Success

  • Customer Success
  • Utrecht, Netherlands

Head of Customer Success

Job description

Channext is a fast-growing channel SaaS startup based in Utrecht. Our platform is trusted by some of the largest technology companies in the world. We're very proud to count companies like Cisco, Dell & Logitech to our customer base. Our adventure has only just begun, and we're seeking an Office Manager to join our mission.🚀

About the role

As the head of customer success at Channext you’ll be working one-on-on with some of the world’s leading tech brands to be their trusted advisor on their Channel eco system. You’ll be creating a team of customer success managers and onboarders, implementing and shaping best practices across the team.

Key responsibilities:

  • You are dedicated to fulfilling our customer goals, explaining why Channext can meet their specific needs, which creates an opportunity to introduce Channext to their global colleagues

  • You organize, analyze, and share the in-dept understanding of customer likes and dislikes about our product with other departments to ensure your company's decisions always consider the voice of the customer.

  • Line manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner

  • Lead by example when necessary, by taking a hands-on approach with our clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication

  • Optimize, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimizing for customer happiness

  • Define (and continuously refine) customer success best practices and make sure our playbooks are continuously improved.

  • Alongside these duties you will take on the role of Customer Success Manager for our larger clients, working closely with the teams to ensure they are maximise the value of our products

  • Collaborate with our product & marketing teams to develop an integrated customer experience

  • You are able to create and coordinate a best practice customer success meeting cadance with customers in different tiers.

  • You are commercially driven to overachieve a net revenue target

  • Experience with CS tech stack/ CS automation (currently using Hubspot as our CRM)

  • Crossfuntional collaborate with our product, sales & marketing teams to develop an integrated customer experience

Job requirements

About you:

  • You have experience in working in a customer success role, ideally within a SaaS company

  • You have previous experience in managing, growing and getting the best out of a team of CSMs

  • You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills

  • You’re happy working in a changing environment and are adept at juggling multiple priorities at a time

  • You’re tech-savvy and have a genuine interest in software and products

  • You are result-oriented. A happy customer is most important to you.

Why Channext?

  • A fast-growing scaleup with worldwide ambitions. The perfect place to develop yourself and kickstart your career;
  • A high-end laptop. We'll provide you with all the gear and tools you need to excel at your job;
  • Daily lunch and unlimited Coca-Cola & Red Bull. Nothing better than some nice self-treatment after hard work;
  • An office located in the heart of Utrecht. We have direct access to a lot of nice bars and restaurants, public transport, and boat trips on the canals of Utrecht;
  • A lot of fun. Join us to play our Nintendo Switch every day, drink beers on our terrace and have monthly activities with the team;
  • An informal culture. We're a team with a lot of different personality types, where everyone is heard and you can dress as you like. Disclaimer: high risk of becoming best friends with your colleagues :) ;
  • A competitive compensation package. We find it important to show our team how much we value them, and a competitive salary and conditions are one of the ways we express our gratitude.