Customer Success Director

2 maanden geleden

Arnhem, Gelderland, Nederland SPACEWELL Voltijd

About the Role

Spacewell is seeking a highly skilled Customer Success Leader to join our team. As a key member of our organization, you will be responsible for leading and guiding our Customer Success team to ensure the highest level of customer satisfaction and loyalty.

Key Responsibilities

  • Lead and guide team members, ensuring clarity in responsibilities and task prioritization.
  • Provide real-world experience in Customer Success function implementation, offering guidance to the team.
  • Offer guidance, mentorship, and opportunities for learning, growth, and advancement.
  • Empower team members to reach their full potential and contribute to the team's success.
  • Guide new customers through a seamless onboarding process, ensuring they achieve solution proficiency.
  • Cultivate strong relationships with key accounts, understanding their unique business success factors.
  • Develop an in-depth understanding of the Spacewell SaaS product.
  • Address technical inquiries, provide demos, and guide customers in maximizing their value from the product.
  • Showcase the tangible impact of our solution through these success stories.
  • Implement strategies to enhance customer satisfaction and loyalty, preventing potential churn.
  • Act as the voice of the customer by collecting and communicating feedback on product features, usability, and overall satisfaction.
  • Utilize data and analytics tools to monitor customer usage patterns.
  • Identify upselling or cross-selling opportunities and collaborate with the sales team to capitalize on these opportunities.
  • Provide regular, clear, and concise reports on customer success KPIs, customer health, and overall satisfaction.
  • Communicate the status of customer accounts and highlight areas for improvement or additional support.

Requirements

  • Knowledge of the Dutch language, both written and oral
  • Multiple year experience leading a Customer Success team in SaaS B2B
  • Industry knowledge
  • Is comfortable using a CRM system (Salesforce)
  • Great communication & decision making skills
  • A customer-centric mindset
  • A can-do mentality with a problem solving mindset
  • A curious mentality
  • A results oriented mindset
  • Great adaptive skills for a constantly changing environment
  • Great teamplayer skills

What We Offer

  • Flexible work hours and remote working possibilities
  • A salary and fringe benefits (including a leasecar) in line with your experience
  • 28 holidays a year
  • A homeworking allowance of €50,- net a month

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