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Job description

As the Head of Customer Success, you will build and lead this critical and rapidly growing function within Nethone. Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers receive great value from our service. As such, we need a leader to own driving success for our customers and manage our Customer Success team.

Responsibilities

  • Set the overall vision and strategic plan for the Customer Success Team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
  • Develop relationships with client execs and represent Nethone at key business review meetings
  • Manage escalations for client issues, acting as an effective escalation point to client leadership
  • Personally manage key strategic accounts
  • Work with sales leadership to identify cross-sell opportunities
  • Build and lead a world-class CS Team
  • Determine account assignments among Customer Success Managers
  • Define development paths and conduct regular performance reviews for team members

Job requirements

Requirements

  • 4+ years of customer success/account management experience within a high-tech b2b saas company (highly preferred)
  • 1+ years leading customer-facing teams
  • Deep understanding of value drivers in recurring revenue business models
  • Ideally combined background of post-sale and sales experience
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Excellent communication and presentation skills
  • Strong empathy for customers and passion for revenue and growth
  • Solid analytical skills and process-oriented mindset
  • Experience in project management with a proven track record of successfully managing multiple projects to completion
  • Strong ownership, independence and ability to get things done


Nice-to-haves

  • Experience in eCommerce/FinTech/Payments/Fraud industry
  • Startup experience

Perks & benefits

Unique product
Make a difference. Take an opportunity to shape a new and innovative product and have a real impact on its success.
Self development
Focus on developing your skills, knowledge and awareness. Grow your career with us.
Social benefits
Set your schedule. Find more balance with flexible working hours and social package.
Casual atmosphere
Engage and have fun. Dress for your day. Our strongest asset is the power of teamwork.

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