As Head of Customer Success, you own our customer base and are obsessed with maintaining its health, growth and profitability. You have a vision for how Customer Success aligns with Vesper’s business goals and people get behind you. You lead a team of CSMs who own the day-to-day management of customer onboarding, renewals and upsells, and you coach and inspire them to perform at the highest level. You are hands-on and dive deep. You speak directly with our top customers and can do anything your team can do. You are a sparring partner for the management team and colleagues across the business to make the best decisions for our customers. 

What you will be doing

  • Lead a high-performing team of CSMs, fostering a culture of performance, accountability and continuous improvement. 
  • Set the vision and strategy for Customer Success, focused on onboarding, product adoption, retention, and growth through renewal and expansion revenue. 
  • Build strong collaborative relationships with Sales, Marketing, and Product teams to create a unified approach to the customer journey and to drive product enhancements based on customer feedback. 
  • Deeply understand our customers and how they work, ensuring the integration of our solutions into their workflows.
  • Scale Customer Success efficiently as Vesper grows, optimizing processes to handle increased complexity. Standardize processes, introduce automation where applicable, and ensure resources are used efficiently to manage a growing customer base.
  • Be a role model and lead by example, jumping in as needed to meet with customers, solve problems and close deals. 
  • Coach and develop CSMs to improve their commercial acumen, data savviness, understanding of the customer journey, and negotiation skills.  
  • Develop comprehensive metrics to track the health of customer accounts and the effectiveness of the customer success team. Make regular data-driven adjustments to strategies that improve customer outcomes.
  • Oversee the recruitment, onboarding, and ongoing training of CSMs to ensure the team possesses the skills and knowledge required to meet current and future needs. 

What you will bring

  • Proven experience leading a Customer Success team in a software company, owning retention and growth KPIs.
  • Deep understanding of SaaS business models.
  • Strong communication and interpersonal skills that inspire and motivate leaders and teams.
  • High emotional intelligence with a proactive, positive approach to problem-solving and conflict resolution.
  • Superior negotiation skills that balance customer satisfaction and business profitability.
  • Ability to thrive in a fast-paced and constantly changing scale-up environment.
  • Experience successfully working with senior (C-level) executives.
  • Strong commercial acumen.
  • Strong sense of ownership. 
  • Excellent written and spoken English. Any other language is an advantage.

What you get

  • A fun, young and innovative atmosphere
  • An entrepreneurial environment where you learn more every day
  • Personal responsibility with a ton of autonomy and growth potential
  • A chance to see your work make a real difference in the real world and change a traditional business impacting every day of our lives
  • A fantastic location in the city centre of Amsterdam
  • Great hangouts with brilliant people
  • Some additional cool perks – see below!