Global Head of Customer Success
vor 5 Monaten
**Who are we?**
At Nosto, we’re on a mission to make every impression relevant. We’re a global leader in the booming e-commerce space and work with amazing customers like Chubbies, Princess Polly, Lord & Taylor, and FIGS.
Utilizing behavioral data, deep integrations, machine-learning technology, and automated workflows, the Nosto Commerce Experience Platform makes it easy for brands and retailers to quickly deploy fully personalized commerce experiences at scale. As a Product Manager at Nosto, you’ll be solving one of the biggest challenges brands and retailers face today: How to offer customers relevant and authentic shopping experiences that drive results. We proudly foster a positive, diverse and supportive culture. We believe in always listening to our customers and achieving big things by accomplishing something small every day.
**About the opportunity**
**Nosto is looking to hire a Global Head of Customer Success to join our team in Berlin, Paris, Stockholm and London.**
Reporting to the Chief Commercial Officer, the Global Head of Customer Success is responsible for owning the entire customer portfolio of Nosto, supporting ambitious revenue growth targets with an entrepreneurial mindset. You will be a hands-on, engaged leader with a successful track record of taking customer success teams to a new level through a combination of talent development and data-based process improvements and interventions.
**Responsibilities**:
- Own the Customer Success effort and associated KPIs such as NRR at Nosto
- Lead a team of 30+ CS professionals in 7+ locations globally
- Identify leading indicators of churn and execute targeted interventions
- Mobilize initiatives aimed at driving new investment by customers
- Enhance nosto's customer experience through process improvements and improve the average retention rate of customers
- Assist the regional Heads of Customer Experience with hiring, onboarding, and developing talented individuals globally
- Represent customer success in Nosto’s management team, influencing company and product strategy
- Collaborate with other department leads, such as marketing and partnerships, to pursue joint goals and opportunities.
- Facilitate the exchange of ideas and learning between the three regional teams, as well as between departments.
- Own customer operations and marketing with support from Ops and Marketing teams
- Fluent English
**Requirements**:
- Proven track record as an individual contributor within SaaS B2B CS environment
- 2+ years of team/peer leadership experience, in any relevant domain
- Desire to get your ‘hands dirty’ with customer cases and the Nosto platform
- Ability to conduct funnel analysis and make data-based recommendations
- Excellent people and communication skills
- A clear vision of enhancing the customer experience
- Experience with optimizing a CS platform (eg. Catalyst)
- Alignment with the Nosto values
**What we appreciate**
- Experience working in a multicultural environment
- Language skills (English, Spanish, French, German, Swedish)
- Experience with MarTech or RetailTech
**What we offer**
- A job that gives you independence, autonomy and the opportunity to make a real difference in a fast-growing company
- A culture that’s based on the Nordic-style well-being ethos of respect, transparency, having fun, and winning together
- The possibility to grow professionally together with the company through regular career arrows and personal development programs
- A training allowance that offers 5 days paid study leave and a £900 / $1.1k budget annually
- A flexible working policy that gives the freedom to work from home, work from an office, or a combination of the two
- About five weeks of vacation depending on your location
- An extra day off on your birthday
- Three paid "charity days" a year to volunteer for a cause of your choosing
- Awesome team members from all over the world
- Regular team socials (we’ve done escape rooms, bingo, mini golf, and pizza nights—and welcome suggestions)
- An annual company getaway (last year we headed to Paris, this year's will be in Sweden, for example)
- The latest Apple devices
- A selection of health, sport, commuting, and pension benefits depending on your location
**Nosto Supports Workplace Diversity**
We are committed to Equal Employment Opportunity without regard for race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please let us know.
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