Head of Customer Success

Head of Customer Success

(m/w/d) -

Startup Kenjo
Job Titel Head of Customer Success (m/w/d)
Department Customer Care And Support
Position Experienced
Ort / Land Berlin / Deutschland
Remote Onsite
Bewerben / Infos Mehr Infos / Bewerben
Kontakt per E-Mail

Die Beschreibung: Head of Customer Success als Startup

Welcome to your Kenjo application journey

Wait, who’s Kenjo?

A bunch of entrepreneurial dreamers, who really think they can create a better world. Does that sound too crazy?

Kenjo is an innovative all-in-one HR Software that makes the lives of employees, teams, and HR better and easier. With Kenjo, HR teams can efficiently recruit candidates, manage everything from employee documents, on/off-boarding, time off, as well as employee pulse surveys and feedbacks to improve overall engagement. All this, so teams can have more time to focus on the most important asset of every company, its people.

How will you contribute to our mission?

As our Head of Customer Success, you will oversee all aspects of the customer journey for the next phase of our growth story taking full ownership of the CX department and business processes across our regional efforts. You will build, lead and grow a world-class team in Support, Implementation, Account Management and Retention Marketing, acting as a trusted business partner while closely working with cross-functional teams like Sales, Product, Marketing and Support to ensure the success of our overall customer happiness.

Your main responsibilities would be:

- Leading and growing our Customer Success Team in Germany and Spain around 4 key areas
- Ensuring a flawless journey to our customers on the platform and expanding their lifetime value by nurturing partnerships and driving scalable processes to improve our overall customer lifecycle.
- Follow a data-driven approach to identify growth potentials across our portfolio of products by deploying programs to help drive business value with customers and teams.
- Effectively communicating with stakeholders and leadership team, uncovering problem spaces and creating new use cases for users as we expand into the market.
- Establishing a Customer Success model to systematically understand and transform customer goals into roadmaps, implementations, and quick wins.
- Further development of an existing team lead as well as recruiting or developing 3 additional team leads.
- Designing sustainable compensation plans for all sub-departments.
- Defining KPIs/OKRs and setting quarterly roadmaps, while measuring team performances as well as customer loyalty.
- Pursuing growth opportunities by collaborating across various teams like Sales, Marketing and Product.

To be successful at this position, we think you should have:

- 5-7 years of experience leading Customer Success or Account Management teams in a fast-growing B2B SaaS environment.
- An affinity to grasp problems and solutions quickly, you can familiarize yourself well with customers from different segments.
- Strong analytical abilities, systematic and process-oriented thinking in defining KPIs, OKRs and other agile development approaches.
- An ability to operate highly cross-functional environments to expand product awareness and identify new opportunities for customer growth.
- A successful track record in developing and mentoring international talent as well as building and motivating high achieving teams.
- Passion for coaching, personal, and organizational development to peers.
- Excellent proficiency in English and (German or Spanish), experience in the HR industry is a big plus!

(Almost) convinced?

Ok, that is not all, we also offer:

- Great office located in Kreuzberg with fruits, granola, drinks, and an awesome rooftop terrace
- Home office/ Remote flexibility
- Lots of ownership and space to grow
- Challenging environment
- Manager Training programs
- Frequent feedback
- Clear goal setting
- Learning and development budget
- Team buildings and activities
- Company Benefits... duh

Our guiding principles:

- We are honest about who we are and convince customers through our vision & product
- Our values tell us how to make decisions on a daily basis. Excellence over quick and dirty, authenticity over fake it til you make it, generosity over stinginess.
- Results are important. They bring the resources which allow us to do what we are doing. We believe though that it’s worth nothing, if we don’t do it positively and treat each other with dignity, love, and respect.
- We truly believe in equal chances for everybody and think that diversity is one main strength of our team

Du interessierst dich für diesen Startup Job?
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