Customer Success Director

Does working with customers and making them happy set you in fire? Are you naturally interested in your customer`s outcomes and success? If you want to do this within Customer Experience field in an international SaaS company, then this might be it for you!

OPPORTUNITY

Role and responsibilities

Customer Success Director is responsible for the engagement, ongoing success and retention of HappyOrNot customers in EMEA & APJ. Retention and customer success is a cornerstone for every SaaS organization’s revenue team and this is a pivotal role.

Core tasks and responsibilities

Retention & Customer Relationships:

  • Drive customer retention
  • Assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance and customer experiences
  • Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable account growth
  • Drive operational improvements which streamline processes, leverage automation and enable scale
  • Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success organization, including Sales, Product, Marketing, Channel and Sales Operations
  • Understand market trends and keep up-to-date with the latest developments, trends and technology impacting our function and industry
  • Read and analyze customers’ results and share best practices with the team for them to educate customer to improve their results
  • Deliver renewal results, measured against monthly, quarterly and annual targets

 Customer Insights:

  • Represent the needs of customers individually and collectively in strategic planning and advocate for improvements to the customer experience.
  • Utilize customer insights to make recommendations to internal teams that further drive customer loyalty to our brands and improve the customer experience

IDEAL CANDIDATE:

Passionate about delivering value to customers. Ideally 5+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization in a quota-carrying role. SaaS experience is a benefit.

  • Outstanding interpersonal, relationship building, and negotiation skills conducive to team collaboration.
  • Proactive and self-motivated team player with innovative ideas.
  • Well-spoken, articulate, and capable with both business and technical writing and presentations.
  • Flexible and adaptable – willing to experiment and drive change, fail fast, learn and improve.
  • Ambition and attitude – entrepreneurial mind-set. Passion for work, growth, and self-development.
  • Highly analytical and outcome driven personality
  • Fluent in English with additional language skills- French, German, Finnish, Swedish, French – is a plus.

WHAT WE OFFER 

In return, you will get the chance to take your expertise to the next level in a growing, modern SaaS company on the way of conquering the customer and employee satisfaction markets worldwide. You have an opportunity to join the team behind the globally protected and awarded HappyOrNot service and build your career path with us. 

Our work environment is open, energetic, multicultural, flexible, and positive. We have a significant international client base and a large reseller network all over the world. Joining our happy team means becoming part of the company behind the globally recognized 4 Smileys whose mission is to make people happier – one Smiley at a time.

This position is ideally located in our headquarter in our brand new office space in Tampere Tulli Business Park, although at the moment we are still preferring remote work. The position can also be remote in Finland, UK or Germany. 

If you have any questions, please contact careers@happy-or-not.com

How to apply?

Now we want to get to know you! Send your application as soon as possible, or by 16th May 2021, and tell us briefly why you would be a good fit for us. Please include your salary request with the application. We will inform all the candidates by email or by phone during the screening process.

We are looking forward to your application! :)

Apply between and

HappyOrNot

We are the global leader in instant customer and employee satisfaction reporting with our innovative feedback smileys. We deliver our clients world-class service on time – without exceptions.

Our broad experience in both European and US markets has enabled us to gather an extensive worldwide market intelligence database. Thanks to our vast insight from various industries and several global industry leaders, we have a firm background to help you increase your customer and employee happiness.

Location: UK
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