Head of Customer Experience

Are you a Customer experience leader ready to make an impact?

We are now looking for the next key hire to our team. As our Head of Customer Experience you will ensure that our (loved!) Customer Success function scales efficiently with our growth journey and stays best in class! You will be the first person in this function and responsible for all the operationally and strategic work that needs to be done before we start growing the team.



About Mynt

Mynt was founded with a vision to solve pain points for small businesses, building the next generation financial solutions. In 2020, Mynt launched a smart corporate card, equipped with relevant tools for small businesses.

Mynts ambition is to scale the product in Sweden and Europe and continue to evolve the product into the next generation digital bank for small businesses. In addition to organic growth, Mynt has received a total of 76 msek of external financing.

At Mynt, we are committed to change the fin-tech industry. We want to turn Finance departments into Heroes🎉.



The role as Head of Customer Experience:
As Head of Customer Success at Mynt, you will play an important role in our continued success and expansion. Your main responsibilities will be to lead, coach, develop and challenge the company's Customer Success function and to ensure scalable, efficient processes both within the function as well as cross-functional. Your objective is to ensure high retention, scalable growth and big impact with beyond happy clients accelerating their sustainability efforts.

You will work both operationally and strategically to grow the Customer Success function, which is currently based in our headquarters in Stockholm. The role includes personnel and budget responsibilities, refining and developing processes and strategies, recruiting and ensuring we continue to grow Customer Success at Mynt in a scalable and smart way.

We are looking for you who:
- Are passionate about building and developing sustainable Customer Success teams and processes

- Are driven by coaching, challenging and developing others so that they can become their best selves and thus help others

- Have previous experience of leading and developing Customer Success teams and/or functions and thrive in the leadership role. For you, it’s as natural to support a team member in a customer meeting as it is to develop processes and set strategies

- Have experience as a Customer Success leader within a SaaS company with clients in the mid-market to enterprise segment. It's an advantage if you have worked in a young, entrepreneurial and high-growth-high-tempo company, or done a scale-up journey before. Experience with large enterprise customers is also valued

- Are a real Customer Success geek and love to indulge yourself in important CS metrics and other parameters like retention, LTV, NRR, NPS, expansion strategies and how to improve them. At the same time, you are a true team-player and a walk-the-talk leader, and don’t fear getting your hands dirty

Your key responsibilities will be to:

- Implement and onboard new customers
- Help our customers use Mynt at full potential, with everything from integrations, best practice to training opportunities
- Work proactively with renewals
- Build strong relationships
- Track customers accounts to identify churn risk and work actively to prevent that risk
- Collect and analyze customers feedback and present internally
- Together develop and improve ways of working with customer satisfaction
- Create and hold webinars regarding onboarding and training
- Create and use Intercom to onboard customers
- Create material for onboarding
- Together develop and improve ways of working with onboarding of our customers


Required Qualifications:

- Proven experience as leader in Customer Success within B2B software/SaaS for a min. 1 years, reaching or exceeding goals
- Excellent communication skills in Swedish and English, spoken and written
- Goal-oriented team player


Extra Qualifying

- Experience from a SaaS scale-up and/or international expansion

Common to all team members at Mynt - that we also expect from you - is that we are ambitious, unpretentious, have a "can-do attitude".

What we offer
- The opportunity to join a fast-growing company at the forefront of a booming market, at an early scale-up phase.

- The opportunity to play an important role in our company’s success, and to develop in a strong growth environment where you will have a strong influence and responsibility from day one.

- For the right person, there are exciting career opportunities as the company scales, as we are still early on our scale-up journey with big, global plans.

- The joy of working with a product and brand that "wow" customers.

- A flexible, dynamic, and playful company culture, where each person has an important part and is surrounded by a fun-loving, ambitious and super-supportive team.
- Take part of our option program 👊🏽


Interested?? ✨