Head of Customer Success

2 weken geleden


Utrecht, Utrecht, Nederland ZEREN Voltijd

We are partnering a leading ERP software provider that is undergoing an exciting transformation and looking for a Head of Customer Success to lead this change. This is a fantastic opportunity for a strategic, data-driven, and customer-focused leader to make a real impact in a company that is restructuring its Customer Success & Support teams to drive efficiency, retention, and growth.

Why Consider This Role?

  • Drive a CX transformation: The business is evolving its customer operations, and you will play a pivotal role in shaping the future strategy.
  • Data-driven & innovative approach: The company is investing in AI, automation, and CRM tools like Salesforce to enhance customer experience.
  • Clear progression path: Previous hires have quickly moved into senior leadership positions across the business
  • Cross-functional leadership: Work closely with Product, Sales, and Marketing to ensure an exceptional customer journey.

Key Responsibilities:

  • Lead & develop the CX function, overseeing both Customer Success & Support
  • Improve key metrics like Customer Lifetime Value (CLV) & Net Promoter Score (NPS).
  • Implement a new CX structure, driving efficiency and best-in-class customer engagement.
  • Leverage technology & automation to enhance customer insights and personalisation.
  • Drive retention & revenue growth through optimised onboarding and proactive account management

What We're Looking For:

  • 10+ years of leadership experience (ideally in automation, SaaS, or ERP).
  • Proven track record of leading teams through transformation and change.
  • Strong analytical mindset—able to translate customer data into actionable strategies.
  • Experience in customer-centric strategies and expertise in CRM, AI, and automation tools.
  • Strong stakeholder management and collaboration across Product, Sales, and Marketing teams.

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