Head of Customer Success

We are seeking an inspiring and operationally-minded leader to take on the important role of Head of Customer Success at PinMeTo.

This is a key leadership position where you will shape the future of our customer experience. You will be central to our efforts in building lasting partnerships with our clients, ensuring they achieve their desired outcomes with our products and services. Your work will directly impact customer retention, loyalty, and the overall growth of PinMeTo.

You will lead, mentor, and develop our entire Customer Success organization, which includes our Onboarding, Support, and Customer Advisor teams. This is an opportunity to guide a talented and international team of approximately 30 members across Malmö and Gdansk, and to implement a strategy that will scale with our company's growth.

As a leader who can think long-term while also enjoying operational work, your primary focus will be to ensure clients achieve their desired outcomes with our product through proactive guidance and strategic partnership. Success in this role means high product adoption, strong relationships, and retention that follows naturally.

Your responsibilities will include:

• Lead and Develop the Customer Success Organization: Inspire, coach, and grow our teams across multiple locations, fostering a high-performing and collaborative environment.
• Shape and Implement Our Customer Success Strategy: Develop and implement a comprehensive strategy focused on ensuring customers achieve their goals with our product. Retention and reducing churn is of course an important part of this, and you will be instrumental in creating proactive strategies to achieve that.
• Use Data to Drive Decisions: Define and track key metrics for customer health, satisfaction, and retention. You will use data-driven insights to guide your team's progress and continuously improve our efforts.
• Collaborate Across the Company: Work in close collaboration with our Sales, Product, and Marketing departments to ensure a seamless and positive customer journey.
• Be the Voice of the Customer: Act as a strong advocate for our customers' needs within PinMeTo. You will identify expansion opportunities and provide valuable feedback that contributes to our overall business growth.

You are passionate about the B2B customer lifecycle and have a proven ability to implement effective retention strategies. You build strong internal and external relationships, can resolve complex customer situations, and are always looking for areas for improvement.

We believe you are well-suited for this role if you have:

• Proven Leadership Experience: You have a strong track record of leading and developing high-performing teams in customer success, preferably within the SaaS industry.
• An Analytical Mindset: You can set clear objectives, use data to make informed decisions, and are comfortable working hands-on to achieve goals. Strong in implementing and refining operational processes and and follow up on performance metrics.
• B2B and SaaS Experience: You have a deep understanding of the B2B customer lifecycle and experience in implementing effective retention strategies in a SaaS environment.
• Commercial Acumen: You can identify opportunities for upselling and expansion in a way that is centered on the customer's success.
• Excellent Communication Skills: You possess strong communication and collaboration skills for interacting effectively with both internal teams and key client stakeholders.
• A Proactive and Adaptable Approach: You are self-driven, thrive in a changing environment, and have experience driving change and implementing new ways of working.
• Technical Proficiency: You are proficient in using CRM and customer success platforms, and open to use and explore AI to innovate and improve.
• A Relevant Academic Background: You have a university education, preferably in business, marketing, or sales.

This role requires occasional business travel, primarily to our office in Gdańsk, Poland.

We are a growing marketing technology company with deep roots in Malmö and a strong international presence. Our culture is built on empowerment and innovation, where we see each other's competences as great assets

We are a creative and passionate team, united by our focus on user success. We invite you to join us for an opportunity to grow professionally, collaborate with a diverse and forward-thinking team, and make a real impact on an international market

If you are ready to play a key role in driving customer satisfaction and growth at a dynamic company, we would love to get to know you better Apply today

PinMeTo was founded in 2013, when location data of most companies was outdated, inconsistent or simply missing on services like Google, Facebook and Apple. The vision was to provide a solution that enables brands with multiple locations to connect with their customers, outperform their competitors and thrive. Since then we have grown to 100+ employees located in 7 countries, helping 1,000+ companies manage 180,000+ locations worldwide. Trusted by enterprise companies like H&M, 7-Eleven, and Hertz, PinMeTo stands as a leading player within the local search and marketing technology industry.