Head of Customer Success

at  Channable

As the Head of Customer Success you are key in driving recurring impact for our customer and partner base, which consists of digital marketing agencies, retailers and brands across Europe.
You are responsible for Net Revenue Retention and realize sustainable growth from existing business. Building high performing CS teams to enhance customer impact and lifetime value is what drives you professionally. You define our CS strategy. You continuously optimize our approach together with your team, the Product, Support & Commercial teams.

OTHER REQUIREMENTS

• 5+ years experience in managing Customer Success teams at SaaS businesses, including proven experience as a manager of managers in international/cross-cultural contexts;
• Good command of English, and preferably an additional European language;
• You are willing to come to our Utrecht office for two days/week;
• You are available for at least 32 hours per week (4 days).

WHO ARE WE?

Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, a brand new HQ in Utrecht, serving customers all over the globe, and operating from other offices including New York City, Berlin, and Aarhus.
Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at our Instagram, Facebook or LinkedIn! Give our Culture Playbook a read.

• People: Develop a high-performing, customer-centric CS team. Coach and train your teams, make sure they perform and grow. Minimize undesired attrition. Hire the right candidates at the right moment;
• Growth from Customer Success Management: Achieve Net Revenue Retention (NRR) targets with our larger customers and prospects. Your CSMs understand their customers and partners and drive value by running impact reviews. They spot opportunities and risks and manage them. They fully own NRR targets in their own portfolio, including forecasting. Your Technical Account Managers help SLA customers to implement and optimize their setup and integrations;
• Growth from Digital CS: you achieve NRR targets across the whole portfolio, but especially the smaller customers, by implementing and continuously optimizing digital CS strategies. You completely build up this strategy from scratch in close collaboration with Product, Marketing, Support and Education;
• Voice of the Customer and making sure Channable achieves OKRs and company wide objectives: Customer Success doesn’t live in solo. You ensure collaboration on every level. You evangelize the customer success philosophy within Channable. Together with your team you capture and share market insights and customer feedback. You don’t only ensure you achieve your targets but help the whole company to succeed.