Head of Customer Success

1 month ago

Aarhus, Denmark Formalize Full time

The opportunity and what we offer

Whistleblower Software is on a scaling journey with significant traction across Europe. As our new Head of Customer Success, you will work closely with the Chief Revenue Officer (CRO) and have the opportunity to learn, grow, and tackle significant challenges to make a meaningful impact amongst our customers and in this dedicated team ensuring speed to value and continued satisfaction.

Be part of a fast-growing international SaaS company. High level of trust and autonomy. Be part of a social, diverse and international team.

 

Responsibilities

You will be joining our team of +80 people in rapid growth. We are on a venture journey and you will have a huge impact in the organisation from the start. Your responsibilities are to:

oversee and manage the entire Customer Success (CS) team, ensuring they provide exceptional support to our growing client base of over 4,000 companies. develop and implement a comprehensive CS strategy aligned with our overall business objectives, focusing on customer retention, satisfaction, and advocacy. establish and maintain key performance indicators (KPIs) to measure the effectiveness of the CS team and identify areas for improvement. analyze customer data to gain insights into their needs, preferences, and pain points, enabling proactive and personalized support. manage customer churn and implement strategies to prevent customer attrition. collaborate with cross-functional teams, including Sales, Product, and Marketing, to ensure a seamless customer experience. represent the company at industry events and conferences, building relationships with potential and existing customers. stay up-to-date on the latest trends in customer success and technology, ensuring the team is equipped to deliver the best possible experience.

 

Qualifications and about you

Proven experience as a Head of Customer Success, leading and managing a team of CS professionals. Extensive experience in the SaaS (Software as a Service) industry, understanding the unique challenges and opportunities of customer success in this domain. Strong leadership, communication, and interpersonal skills to motivate, empower, and collaborate with a diverse team. Excellent analytical and problem-solving abilities to identify and resolve customer issues effectively. Proven ability to build and maintain strong relationships with customers, fostering trust and loyalty. Data-driven decision-making approach to optimize CS processes and outcomes. Passion for customer success and a commitment to delivering exceptional service.

 

About Whistleblower Software

Founded in 2021, Whistleblower Software is a tech company with offices in Aarhus, Copenhagen and Madrid. We aspire to help our customers solve the technical and ethical issues of implementing a whistleblower solution. With a strong platform for employee reporting, a possibility for an anonymous conversation, and a robust toolset of case management, our platform is responsible for all the technicalities in the whistleblowing process.

Currently, we are a team of +80 people from 13 nationalities operating in multiple European markets. We are one of the fastest-growing SaaS scale-ups.

The goal is straightforward; to set the new standard for whistleblower solutions across Europe.

Due to the new EU Whistleblower directive, companies above 50 employees must implement a whistleblower channel in their business. The Whistleblower Software system helps companies to implement a compliant solution that is both secure and transparent. Companies of all sizes can use our solution.

Our specialty is helping client-focused companies and associations such as compliance agencies, lawyers, and accountants facilitate the best solution for their client base. Our solution makes sure that both confidential and completely anonymous reporting is possible for the whistleblower.

 

Traits that describe our culture and employees

We are all very goal orienteered and hardworking We are responsible, and we like accountability We are connecting, and we like to build meaningful relationships We are optimistic and like to laugh and have a positive atmosphere We like to dream big and to have clear visions for the future

 

Test in the recruitment process

In the recruitment process, we use talent profiles. You will therefore receive a link to the test after sending your application.

Experience shows that it provides the best experience for both candidates and us as a company. It's not about answering right or wrong, but whether one's talents match the context you will work in. We want to hire a colleague who really thrives and flourishes with us, and therefore we are looking for an employee who will be a good fit with Whistleblower Software in relation to

Fit between the person and work tasks Fit between the person and the colleagues in the team Fit between the person and the role

We know that when this is staged optimally, you thrive and succeed much better in your job.

 

Recruitment Process

📄 Send application and upload relevant information

🧠 Completion of personality test

🎙️15-minute online interview with our Talent team

📞 30-minute online interview with our hiring manager

📝 Case preparation for the last interview (homework)

👥 60-minute in-person final interview with the hiring manager and other stakeholder(s)

✔️ Criminal record check

 

Apply by attaching your resume and other relevant information and you will hear from us soon

We will hold interviews and hire on an ongoing basis. For more information or questions please contact the responsible recruiter in the Talent team.

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