Vice President of Customer Success
4 dagen geleden
**Empowering the Growth of B2B Subscription Companies***:
As businesses increasingly recognize the advantages of a subscription-based model-predictable revenue, scalability, and enhanced customer relationships—many still struggle with the demands of scaling efficiently. Younium was established to address this need, offering a powerful cloud-based solution for B2B companies to efficiently manage complex subscription operations, financial workflows, and reporting.
**Welcome to Younium**
Younium is a dynamic, fast-growing company that has moved beyond its start-up phase and is now in an exciting period of expansion. Join an energetic and collaborative workplace where creativity, transparency, and individual ownership drive us forward.
With offices in Amsterdam, Stockholm, Malmö, Krakow, and Philadelphia - our team spirit knows no boundaries
Younium has customers across 15 countries and is rapidly expanding. With a clear vision for growth, we are committed to growing our customer base 10x in the coming years. To support this ambitious goal, we seek a dynamic and strategic leader to join our Leadership Team as the Vice President of Customer Success.
**Objective for VP Customer Success**:
As the Vice President of Customer Success, your primary objective is to be a proactive, thought-leading business partner and trusted advisor to our 250 customers and tirelessly serve as the voice of the customers within the Younium organization. It is a unique opportunity to build organizational capabilities and an international team to both serve and manage commercial relationships with customers in North America and Europe across exciting industries like FinTech, HRTech, EdTech, etc. We are very proud to have a rapidly growing and committed customer base, and we can ensure you'll have a very dynamic and exciting challenge _The position will be based at our Amsterdam office._
**Overall objectives include**:
- Lead, grow, and efficiently scale the international Customer Success team of 4 people, providing guidance, mentorship, and support to ensure successful customer account management worldwide.
- Serve as a thought leader and strategic advisor to international customers, leveraging deep industry knowledge and business insights to identify growth and improvement opportunities.
- Lead Quarterly Business Reviews for our large customer accounts and groups and be a proactive partner in the planning and executing the account management.
- Act as a key escalation point for existing customers, resolving conflicts, mitigating risks, and maintaining strong relationships to foster long-term partnerships worldwide.
- Contribute to strategic planning and business development efforts in international markets, driving account management activities, participating in customer meetings, and identifying opportunities for upselling, cross-selling, and expanding services across borders.
- Oversee the end-to-end customer journey, from planning to execution, monitoring, and delivering, ensuring adherence to customer objectives, budgets, and quality standards in diverse cultural and regulatory environments.
- Drive continuous improvement initiatives within the Customer Success team, optimizing processes, tools, and methodologies to enhance efficiency, scalability, and customer satisfaction across borders.
- Develop and maintain metrics, KPIs, and reporting mechanisms to track financial performance, resource utilization, and customer satisfaction on a global scale, providing regular updates and insights to leadership.
- Collaborate closely with Sales, Professional Services, Development, Product and Support, and other cross-functional teams to understand customer challenges and requirements and drive account management across international markets.
- Demonstrate strong, confident, and visible leadership to cultivate a culture of excellence, collaboration, commercial acumen, and accountability.
**Responsibilities**:
- Develop an international function to make our customers the most successful in their chosen niche, focusing on markets in Europe and North America by implementing robust strategies, structures, and processes to support the customer journey and facilitate the profitable growth of our customers and ourselves.
- Enhance the Customer Success capabilities to efficiently support the customer journey for enterprise-level and small, rapidly growing customers and ensure increased Upsell, Retention, NPS, CSAT, and reduced churn.
- Report directly to the CEO, providing regular updates on the progress of Customer Success initiatives and contributing to strategic decision-making at the executive level.
- Leverage insights from the Customer Success team to drive continuous improvement at Younium.
**Qualifications**:
- Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field.
- Proven experience (3-5 years) and success in a leadership role within Customer Success, preferably in a SaaS or techno
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