Head of Customer Success

Are you passionate about management, expanding and mentoring? Great! We are looking for a Head of Customer Success! We searching for you who wants to set strategy and priorities around our Objectives and Key Results (OKRs); hiring, training, and developing a world-class team. The primary task for a Head of Customer Success at Mynewsdesk, is to be responsible for the customer success business, staff and work environment within the organization. A great merit is also if you have implemented a CS tool before.

KPIs

- Ensuring retention rate (revenue and customer) according to goals

- Ensure set KPI's (retention, onboarding, activation)

- Keeping budget restrictions (expense budget)

- Being a supportive manager and providing tools/actions based on individual needs

- Increasing competence levels on team members



Key responsibilities and duties

- Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities

- Customer centric focus - keep relationships with customers, develop, prepare and nurture customers for customer excellence. Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization

- Lead according to “Leadership at Mynewsdesk” and build and comply to company culture and values at all times

- Ensure achievement of renewal and retention budget for CSM

- Collaborate and develop relationship and strategies with other department and provide with customer insight

- Accurately reporting CSM performance and KPI to the CCO or any other person appointed

- Plan and implement strategic and tactical activities / processes to optimise the organisation, in line with the strategy for Mynewsdesk

- Work with, communicate and implement decisions, plans and changes made by the Management team.

- Perform general administrative tasks

- Execute and follow up on defined processes and KPI’s

- Participate in the sales/CSM leadership team

- Continuously work and support with team development both on individual and team level

- Continuously work and support with retaining and attracting potential Employees

- When needed, perform other tasks/projects in Mynewsdesk’s interests and in relation to the competence of the employe



If you choose to come and work with us, you will find that we offer a welcoming and inclusive environment with extensive development opportunities. You will have a fun and inspiring work environment with awesome colleagues.

As an organisation we believe in diversity and equality. It's vital for us to be an organisation that welcomes people from diverse backgrounds into our organisation. We believe that there is great value in adding opinions and individuals that can give new perspectives and help break assumptions and biases.

Sounds interesting? Please send in your application asap, as we are eager to meet you! Also, don’t hesitate to shoot an email to polly.hussain@mynewsdesk.com if you have questions. Don't miss this opportunity to become part of our red family!

Due to summer breaks, this recruitment process will be delayed. We are back in mid-August and will respond to your application then.