Head of Customer Success
Netherlands, Noord-Holland, Schiphol-RijkCustomer Success
Join our fast-growing tech company and help us reshape the way organizations get work done, one project at a time. At blackbear, you will impact the way work is outsourced by companies while being part of an ambitious and hardworking team of dedicated professionals. We are looking for a people-centric Head of Customer Success to accelerate our mission to redefine the future of connecting skills and work globally. Are you ready to pull out your claws as our Head of Customer Success?
About the Team
As the Head of Customer Success you will become part of the Customer Success team consisting of multiple disciplines, Customer Success Management, Account Management, Project Consulting and Community. All disciplines are important drivers of our commercial engine. With the team we thrive together to ensure sustainable growth with our customers. We do this by building valuable relationships and guiding our customers through the processes from onboarding to adoption and ultimately plan for expansion.
What you will do
In your role as Head of Customer Success you are responsible for the adoption, retention, expansion and advocacy of growing the usage out of our customer base. You will work closely with Sales, Marketing and other departments to ensure best-in-class customer experience while making sure that the team is backed with effective and efficient customer centric processes.
You will report directly to Joep, Co-founder & CEO and be responsible for building, leading, and mentoring the Customer Success team. It’s not your first rodeo being in the lead of Customer Success and you are willing to put your feet in the mud.
More specifically, you will:
Control OKRs such as Usage Volumes and Revenue Retention to achieve aspired and performance goals for the team;
Design and implement client adoption, retention and expansion models together with the team;
Craft Customer Success architecture, infrastructure and automation;
Build a framework to collect data to make data-driven decisions and take the right actions to improve adoption, engagement, and expansion;
Lead and manage the CS team daily to perform to their best potential;
Be a driving force on ideas about how we can design processes, product developments or services to reduce manual work to scale customer capacity;
Manage and keep track of CS commercial spend to optimize return on investment;
Be part of our leadership team, consisting of two Co-founders, Head of Revenue, Head of Product and Head of People.
What you will bring
Aside from bringing the blackbear mindset, we would love to see the following skills and knowledge to strengthen our pack:
Proven Customer Success experience in SaaS or Marketplace startup and scaleup; organizations and displayable experience in a Lead or Head of role;
Previous record of implementing CS automation projects;
Affinity with outsourcing, secondment or consultancy;
Data driven, you like your CS Metrics;
Fluent in English, fluent in Dutch is a nice to have;
The ability to constantly switch between multiple projects, while maintaining a focus on long-term goals;
People-centric leadership to manage and expand an impact-focused CS team;
Entrepreneurial mindset and customer centric.
What’s in it for you?
A monthly base-salary that is varying between € 4.000 - €6.000 depending on a combination of factors like relevant experience, proven track record and seniority. This base has the opportunity to be extended to a complete OTE with a variable salary.
We work hard to go above and beyond our mission, but we don’t forget to celebrate our successes, big and small. In addition to 25 vacation days, travel allowance, pension participation, an annual personal learning budget, healthy lunches, and exciting team activities, we offer you the chance to become part of our young, ambitious and international pack. 🙌
This means working with passion, opportunities for personal growth, and enjoying your time with your fellow bears to the fullest!
Little bear about us 🐻
We believe skills and knowledge should always be shared, that is why we strive to become the leading end-to-end outsourcing solution enabling people to make an income remotely, where we guarantee companies value through the convenience of paying for quality instead of by the hour. By having such an adaptable blackbear pack of colleagues we are able to grow fast internationally, while having fun too. Something we value a lot. We work to live, so why not do it together as a pack! We have a nice spacious office in which you are always welcome. Working from home or partly remote is possible too.
Ready to kickstart your blackbear journey?
Applying is easy, just click on the button below. 👇
Questions? Reach out to Aniek via email: firstname.lastname@example.org.
Great organizations are built on great people and we want to hire the best people. Blackbear embraces diversity and encourages everybody to join our team.
Acquisition by recruitment agencies is not appreciated. We've got our recruitment covered!