Head of Scaled Customer Success

Are you interested in driving customer success at scale? Do you enjoy working with different stakeholders, and making an impact in a fast-moving scale-up?

We're looking for a Head of Scaled Customer Success team in Helsinki, Dublin, or the UK. 

In this role, you’ll work with a small but mighty team of professionals, improving the customer lifecycle communication and product experience for our 13,500 customers. This role is a combination of data-driven strategic responsibility and actual hands-on work. 

In this role, you will… 

• Lead a team of professionals focusing on customer activation, engagement, retention, and growth at scale. 
• Work closely with the CCO and product leadership to create and execute a scaled customer success strategy at Supermetrics. 
• Be responsible for ensuring an excellent customer experience for our 13,500 no-touch and low-touch customers together with our product and support teams.
• Build customer journeys for our customers, ensuring they can use data as their marketing superpower! 

Your day-to-day work and responsibilities include…

• Setting priorities and focus areas for yourself and the Scaled Customer Success team and ensuring the team has everything they need to succeed.
• Creating and optimising automated customer journeys in Hubspot ensuring a better onboarding and engagement experience for our customers.
• Analyzing customer feedback and pain points and ensuring our customers are heard across the company.
• Identify possible growth opportunities and plan for how to take them from an idea to action. This might include payment failure optimization, expansion campaigns, churn reduction initiatives, or anything else that could drive a positive change for our customers and company. 

This position is for you if you have…

• 3+ years of experience leading a team in a customer-facing function, either in scaled customer success, digital customer success, customer experience, customer engagement, or similar. 
• Strong background in building automated customer journeys for a large number of customers, ideally in B2B SaaS. 
• A data-driven approach to your work; you can analyze data, make hypotheses, and track the progress of your initiatives. 
• A collaborative way of working and strong communication skills. 
• Experience in online customer communities is a big plus, but it's optional.

Benefits we offer…

• Competitive compensation package, including equity 
• Great work equipment and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Annual 1000 euros of personal learning budget
• Sports and wellbeing allowance

Benefits may vary depending on location. 

 

“Working in Scaled Customer Success is always having an experimenting mindset: we analyze data, build hypotheses, test, iterate, and repeat! We work with the best experts across product, marketing, support, and CSM teams” 

- Mariia Gurova

Senior Customer Engagement Manager

 

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.

#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.

If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. You can reach us at talentacquisition@supermetrics.com All requests for accommodation will be kept confidential.