Head of Customer Success

An overwhelming amount of user generated content (UGC) is created every day. Besedo´s vision is to make this digital content better for all and facilitate an online experience that is positive. Specialized in online marketplaces, we offer an experience where trust enables people to engage fearlessly with one another and where peer-to-peer interaction can bloom.

We are building a SaaS content moderation platform, Implio, with best-in-class automation capabilities (rules, machine learning and computer vision) and a powerful user interface for human moderation. Statistics is also an important part of the platform.

We are now looking for someone to our Head of Customer Success Function based in Stockholm.

What will you do?

As Head of Customer Success at Besedo you will be instrumental in setting up and managing the Customer Success function with an overall aim to ensure customer satisfaction, increase product adoption and ensure renewal while minimizing churn.

You will act as a trusted advisor for the customer, having full understanding of their context and product usage, as well as being knowledgeable of current industry trends and constantly being on top of product knowledge.

What are your main responsibilities?

• Structure and Scale the Customer Success function and set up KPI’s
• Set up processes for Pre-Sales and Post-Sales Project Management of working with the client as they begin to know about our Product, through the Proof-of-concept phase, through going live and complete roll out
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Set up client classification and process of assigning clients within the CS team
• Through use of smart data and insights, establish a trusted/strategic advisor relationship with clients and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Identify upsell opportunities and escalate them to sales
• Manage account escalations.
• Be the owner of the Knowledge base and making sure it is as “Self-servicing” as possible, as well for the Technical Support process and Customer training and associated KPI’s
• Understand feature requests from customers, groom and prioritize that backlog and communicate to the product team


  What will you get?

• You will be working in a dynamic, entrepreneurial company with a strong growth focus
• You will be a part of a global team that has a collaborative spirit, with flat hierarchies and a great deal of flexibility
• You will be part of a very exciting industry that is at the cusp of being revolutionized with Artificial Intelligence advancements
• You will receive a competitive salary and have the chance to grow as a professional


 Who are you?

• You have at least 3 years of experience in leading the Customer Success function for a SaaS product
• You’ve handled international customers of all sizes
• You are a self-starter, proactive, service minded and customer focused
• You thrive in a multi-tasking environment and can adjust priorities on-the-fly
• You are a good communicator and a natural leader with strong inter-personal skills. You understand that listening is more important than talking.
• You are fluent in English.


 

About Besedo

Besedo is a fast-growing tech company providing tools and services to online marketplaces around the world, working with digital content since 2002. We have offices in 6 locations around the world: Stockholm, Paris, Malta, Bogota, Kuala Lumpur and Iasi.

For more information about Besedo visit - www.besedo.com

Does this sounds interesting? Please submit your resume below.

If you have any questions, you are more than welcome to contact HR Business Partner Cecilia Andreewitch at cecilia.andreewitch@besedo.com