Head of Customer Success

at  Whistleblower Software

THE OPPORTUNITY AND WHAT WE OFFER

Whistleblower Software is on a scaling journey with significant traction across Europe. As our new Head of Customer Success, you will work closely with the Chief Revenue Officer (CRO) and have the opportunity to learn, grow, and tackle significant challenges to make a meaningful impact amongst our customers and in this dedicated team ensuring speed to value and continued satisfaction.

• Be part of a fast-growing international SaaS company.
• High level of trust and autonomy.
• Be part of a social, diverse and international team.

QUALIFICATIONS AND ABOUT YOU

• Proven experience as a Head of Customer Success, leading and managing a team of CS professionals.
• Extensive experience in the SaaS (Software as a Service) industry, understanding the unique challenges and opportunities of customer success in this domain.
• Strong leadership, communication, and interpersonal skills to motivate, empower, and collaborate with a diverse team.
• Excellent analytical and problem-solving abilities to identify and resolve customer issues effectively.
• Proven ability to build and maintain strong relationships with customers, fostering trust and loyalty.
• Data-driven decision-making approach to optimize CS processes and outcomes. Passion for customer success and a commitment to delivering exceptional service.

TEST IN THE RECRUITMENT PROCESS

In the recruitment process, we use talent profiles. You will therefore receive a link to the test after sending your application.

Experience shows that it provides the best experience for both candidates and us as a company. It’s not about answering right or wrong, but whether one’s talents match the context you will work in. We want to hire a colleague who really thrives and flourishes with us, and therefore we are looking for an employee who will be a good fit with Whistleblower Software in relation to

• Fit between the person and work tasks
• Fit between the person and the colleagues in the team
• Fit between the person and the role

We know that when this is staged optimally, you thrive and succeed much better in your job.

You will be joining our team of +80 people in rapid growth. We are on a venture journey and you will have a huge impact in the organisation from the start. Your responsibilities are to:

• oversee and manage the entire Customer Success (CS) team, ensuring they provide exceptional support to our growing client base of over 4,000 companies.
• develop and implement a comprehensive CS strategy aligned with our overall business objectives, focusing on customer retention, satisfaction, and advocacy.
• establish and maintain key performance indicators (KPIs) to measure the effectiveness of the CS team and identify areas for improvement.
• analyze customer data to gain insights into their needs, preferences, and pain points, enabling proactive and personalized support.
• manage customer churn and implement strategies to prevent customer attrition.
• collaborate with cross-functional teams, including Sales, Product, and Marketing, to ensure a seamless customer experience.
• represent the company at industry events and conferences, building relationships with potential and existing customers.
• stay up-to-date on the latest trends in customer success and technology, ensuring the team is equipped to deliver the best possible experience.