Head of Customer Success and Growth

2 days ago

Stockholm, Stockholm, Sweden Learnster Full time

About the Role

The Head of Customer Success and Growth will play a key role in supporting our customer-focused approach at Learnster. This individual will manage the Customer Success team and a small portfolio of customers, helping them get the most value from our platform. The role involves more than just providing solutions; it requires being a trusted advisor and strategic thinker for our clients.

Key Responsibilities

  • Lead and mentor the Customer Success team to ensure success among our customers.
  • Develop and implement strategies to maximize customer satisfaction and retention.
  • Manage high-level customer relationships and act as a trusted advisor.
  • Oversee customer onboarding projects, ensuring successful project management, training, and coaching.
  • Identify risks and opportunities by analyzing customer data and feedback.
  • Collaborate closely with internal teams to align customer success initiatives with company goals.
  • Contribute to existing customer growth.
  • Present new features and customer offerings together with the team.
  • Continuously learn and integrate new strategies and tools to improve customer success processes.
  • Measure success based on key performance indicators (KPIs) such as Net Revenue Retention, Customer Health Score, Net Promoter Score (NPS), and Onboarding Completion Rate.

Requirements

  • Extensive experience in a senior customer success role, preferably in a Software as a Service (SaaS) Business-to-Business (B2B) company.
  • Previous leadership experience is highly valued.
  • A deep understanding of how companies and organizations approach goals, skills development, and learning.
  • A natural ability to build and nurture relationships with key stakeholders and manage their expectations.
  • Excellent communication skills in English; proficiency in additional languages is a plus.
  • A strong aptitude for quickly learning new digital tools and technologies.
  • An entrepreneurial mindset with a strong sense of responsibility and focus on results.
  • A collaborative spirit and eagerness to learn and grow, both personally and professionally.
  • Availability to work from our Stockholm office a minimum of 3 days a week.
  • Proficiency in English, both written and spoken, is required for this position.

What We Offer

  • An exciting journey in a scale-up with strong investors.
  • Flexible work arrangements (remote/on-site).
  • Health and wellness benefits.
  • Continuous learning opportunities within a vibrant, innovative team.
  • Six weeks of paid vacation plus 3 extra free days per year.
  • A culture that values diversity and promotes personal development.

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