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Head of Customer Success
vor 2 Wochen
Your role
As Head of Circula’s Customer Success Team, you will be responsible for bringing our vision and strategy for our Customer Success to the next level You will quickly build, lead and grow the CSM team responsible for on-going success in one of Europe's fastest-growing fintech SaaS companies. You will be a key member of our leadership team, reporting directly to the VP of Sales ensuring an amazing customer experience at Circula.
- You participate in formulating key strategic decisions as part of the leadership team
- You build and lead a talented CSM team, responsible for recruiting rapidly to ensure growth to offer the best customer experience possible to our customers
- You establish strong, long-term customer relationships - and help your team members do so
- You enhance the existing infrastructure (tools, processes, the way we work), ensuring an efficient and high quality service
- You strive to reduce churn through greater advocacy and reference ability
- You take responsibility for defining and positively impacting upon our KPIs, for instance our NPS
- You address customer escalations with speed and urgency, orchestrating resources across the company as appropriate
- You define and optimize the customer lifecycle by implementing initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- You act as a key collaborator, fostering strong relationships cross-departmentally and with our customers
Your Qualifications
We are looking for a generalist with a passion for people and high career ambitions - and the work ethic that goes with it:
- You have 5+ years experience as a team lead or manager of a customer-facing team, preferably at a high-growth B2B SaaS company
- You are a great communicator. You are business fluent in German and English.
- You can build effective working relationships with your team, cross-functionally and with your customers
- You are passionate about your craft, and growing our amazing Customer Success team is the next big challenge you’ve been waiting for
What we offer
- The best time to join: 12M EUR raised in the Series A funding round with the plan of going international this year, team scaling at a fast pace, still flat hierarchies and opportunity to work directly with the founders, great career and development opportunities - you can contribute to building Europe's #1 Employee Finance App
- Martin Heidrich, our VP of Sales, will be your direct mentor and sparring partner - you'll get continuous support and frequent feedback to help you grow and learn as well as an additional budget to spend on your professional Learning & Development
- You benefit from Circula’s own products including our meal and mobility employee benefits and many more to come
- We help keep you physically healthy with our Urban Sports club membership and a selection of 50 different types of sport and wellness offers
- Flexible and remote-friendly work environment
- Our office lounge is filled with healthy snacks (and some more indulgent snacks), refreshments, breakfast cereals, coffee and tea and much more
- Dog-friendly office in the heart of Prenzlauer Berg
- Several company-wide, team, cultural and sports events throughout the year
- An open and inclusive culture awaits you, where everyone is welcome, regardless of gender, background or any other aspect
Contact Person
Jacopo Lupo Ferrari
