Customer Success Director

1 month ago

Copenhagen, Denmark Mouseflow Full time
Analytics driven & agile Customer Success Director, creating high touch/low touch approach.

Are you ready to join Mouseflow, the trailblazing leader in Web Behavior Analytics? With a global presence spanning over 100 markets globally and boasting thousands of loyal customers, Mouseflow is seeking a Customer Success Director to lead our charge into the future

Imagine yourself at the helm of our global Customer Success and Support teams, driving excellence and innovation across continents. At Mouseflow, we've already laid the groundwork with implementing sophisticated automation tools like HubSpot and Intercom, alongside a sophisticated health score system that automates workflows and ensures systematic engagement tailored to each customer segment.

But that's just the beginning. As part of our dynamic team, you'll play a pivotal role in shaping the future of customer success, reporting directly to our CEO and being part of our Top Management Team in our vibrant SOHO office located in Copenhagen's Meatpacking District.

And here's the best part – you'll be part of a company recognized for excellence, not only by our customers through G2, but also by our own employees on Glassdoor. With Mouseflow, you'll experience a flat hierarchy, where your voice is heard, and your contributions make a real impact.

While having a vast number of customers ranging from Enterprise level to customers on lower tier plans it’s crucial that you have experience building a more sophisticated Customer Success approach to various customers segments based upon high touch and low touch supported listening points and automated workflows.

So, if you're ready to embark on an exhilarating journey where innovation meets opportunity,

Mouseflow is the place for you. Join us and become a part of something extraordinary. Apply now and let's shape the future together


What we offer:

A unique opportunity to join an amazing SaaS company with a Scandinavian working culture and offices in Austin Texas and Copenhagen Denmark as well as people working remote from all over the world.

Mouseflow is a growing SaaS company which has been profitable for more than a decade now

Flat hierarchies, short communication channels, and large scope for decision-making.

A dynamic, professional, international working environment, with a team that has achieved outstanding performance – Checkout for yourself at G2.

An opportunity to join an extremely exciting journey where the fundament has been established in Customer Success but where so many interesting new initiatives lie ahead to be implemented.

The responsibility for both our Customer Success Department as well as our Customer Support Department.

Competitive salary.

Contemporary, flexible work environment in Copenhagen, Denmark

Flexibility and work-life balance


Responsibilities:

Set the overall vision and strategic plan for the Customer Success Department.

Own the customer success journey from onboarding through advocacy.

Develop Mouseflow´s Customer Success operating model to increase retention, reduce churn and expand our business with them.

Maintain a positive customer experience with a well-orchestrated set of touch points along the life of the customer journey.

Develop customer-advocates and lead the creation of case studies and other reference material together with marketing.

Manage and further develop our high-performing teams in Austin, Copenhagen and remotely.

Continuously improve department KPIs and tracking methods.

Inspire a company-wide culture of customer success.

Interface closely with sales, product, and marketing teams to share client feedback, resolve escalations, deliver outstanding client experiences, and expand business.

Integrate and operate the existing Global Customer Support Team.


Requirements:

5 years of experience managing a team in a B2B Customer Success SaaS environment.

Proficiency in crafting digital pathways for enhanced customer engagement through intelligent workflows.

Quick-learner, positive and passionate about customer success.

Strong verbal and written communication skills, especially process documentation.

Enjoy working in a dynamic, fast-paced environment.

Ability to juggle priorities to meet deadlines without cutting corners.

Experience driving change initiatives in a service environment.

Strong interest in, and experience in implementing, cloud-based software solutions.

Organized, analytical, and able to eliminate obstacles through creative and adaptive thinking.

Experience with customer feedback culture for us to strengthen our growth.

Good interpersonal skills with a problem-solver mentality.


You will be part of an exciting journey in a dynamic environment with passionate colleagues who all want to develop the Mouseflow brand and accelerate our momentum. Mouseflow has been awarded the Børsen Gazelle award 6 times due to continuous high growth.


You will report directly to our CEO Mikkel Wakefield. The position is full-time.



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