Director Customer Success

Application Deadline: 29 April 2024

Department: Customer Success

Employment Type: Full Time

Location: Oslo (NO), Hamburg (DE), or London (UK).

Reporting To: Michael Braun

Description

What you will be doing

• Manage two Customer Success teams in Oslo and Hamburg to successfully onboard customers, drive adoption and expansion, identify customer advocacy opportunities, and secure renewals. 
• Manage teams’ book of business capacity, adherence to playbook and accounts, and expansion plans. 
• Accountable for achieving their teams’ gross and net retention targets. 
• Handle escalated customers and internal concerns for your regional team members. 
• Coach team members on strategies to mitigate customer challenges especially on the budgeting and commercial approach side. 
• Lead and contribute to change management that supports continuous improvement, like new tools and processes. 
• Step in for other team managers when needed. 

• Carry out renewal and expansion pipeline management of the teams, identify at-risk customers and revenue, and manage mitigation/action plans.  
• Responsible for reporting on successful customer journey, health scores, forecasts, surveys/NPS completed, customer feedback, campaign success metrics and other OKRs. 
• Drive operational practices to track performance of teams and individuals. 
• Deliver transformational leadership so that the teams are highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to grow customer satisfaction and revenue. 
• Drive teams’ Success Plans, QBRs, EBRs for regions’ book of business. 
• Be the liaison with sales regarding regions’ handovers from sales. 
• Assign and kick off accounts/segment engagement campaigns for team members together with Customer Marketing.

Your Profile and Experience

• 7+ years in Customer Success, 3+ years in leadership.  
• Demonstrated progressive experience leading customer success managers or account management in a SaaS or subscription enterprise software company.  
• Demonstrated ability to successfully manage distributed teams across cultures and geographies.  
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning. 
• Strong operational skills that will drive organizational efficiencies and customer satisfaction.  
• Nice to have: Experience working and/or an extensive network in the logistics, transportation or supply chain industry.  

• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity. 
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners. 
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats. 
• Collaborative: demonstrates the ability to work across a broad range of functions internally and externally to deliver value to our customers. 

What we offer

• You will be a part of a growing company that is currently redefining a multi-million-dollar industry through a period of unprecedented upheaval. Your work will have significant impact on this.
• You will work together with highly motivated colleagues who are curious to learn something new from you, and to teach you what they are good at.
• You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year, in addition to 5 weeks of paid vacation.
• You can educate yourself during work hours: you can spend several hours each month attending courses, reading books, getting involved in the product management community. We will cover courses, books, and conference fees for you.
• We value work-life balance, and we want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
• We will help you grow your career: our managers will help identify areas of improvement for you, either if you want to grow into a specialist in your field, or if you want to eventually go into leadership / management direction.
• We have flexible working hours (core time with meetings is 10:00 to 15:00, the rest is up to you) and you can work remotely for extended periods of time when needed.

• Our Impact: We’re category leaders digitalizing the way ocean and air freight is procured bringing on-demand actionable data to all industry stakeholders. We’re moving fast.
• Our Technology: Deep data analytics and integrations coupled with a scalable, sleek and beautiful user interface.
• Our Customers: Big companies like Nestle, Electrolux, ABB, John Deere, Unilever, Puma and many others.
• Our Team: Shipping, consulting and tech all-stars on our roster
• Our Values: We are one. Variety and fairness. Transparency builds trust. Modernization through data.