Head of Customer Success

Moxso Copenhagen, Capital Region of Denmark, Denmark

Head of Customer Success

Join Moxso and nurture the foundation for scalable, international Customer Success.

At Moxso, we're on a mission to humanize cybersecurity and make awareness training accessible, inclusive, and engaging. Backed by leading investors, we've grown rapidly in Denmark and are now expanding across the Nordics and beyond. We're looking for a Head of Customer Success to guide and support our CS function through this next phase of growth.

Why this role matters

Customer Success is central to how we build lasting relationships and grow sustainably. You will be the first full-time leader in this function, and your impact will shape how we welcome, support, and empower our customers across SMBs, enterprise accounts, and partnerships. You will lead a growing team and collaborate with Sales, Product, and Marketing to ensure our customers thrive with Moxso as we scale internationally.

What you'll own

• Support and scale our Customer Success team, starting with our CSMs in Denmark and Sweden
• Set clear goals, create inclusive playbooks, and coach the team to deliver high-quality, caring customer experiences
• Build a welcoming and scalable team structure to support growth across new countries and regions

Customer Engagement and Retention

• Design thoughtful onboarding, QBRs, and lifecycle touchpoints that build strong relationships
• Develop scalable, segmented strategies to support a diverse and expanding customer base
• Help us consistently meet Net Revenue Retention goals while minimizing churn
• Turn happy customers into engaged advocates through testimonials, referrals, and case studies
• Collaborate with Marketing to amplify authentic customer voices
• Represent the customer in Product and go-to-market conversations
• Work closely with Sales to ensure smooth transitions and identify expansion opportunities
• Collaborate with RevOps to track key metrics and continuously improve workflows
• Support our expansion across the Nordics and Europe by building repeatable, scalable CS processes
• Adapt customer journeys to fit local cultures, expectations, and business needs
• Help shape how we build long-term relationships across different countries and languages

Customer Insights and Risk Mitigation

• Build a data-driven, empathetic approach to measuring success and identifying risks early
• Implement proactive systems to support renewals and protect long-term value

What you bring

• 5+ years in Customer Success or a similar client-facing role, including 2+ years in a leadership position
• Experience in B2B SaaS, ideally working with SMB or mid-market customers
• A strong track record of improving retention, increasing expansion, and building advocacy
• A collaborative, hands-on leadership style with strategic thinking and emotional intelligence
• Strong communication and stakeholder management skills
• Bonus: Experience scaling Customer Success across international markets or distributed teams

What we offer

• A key leadership role in a VC-backed company scaling across Europe
• The opportunity to shape a high-impact Customer Success function from the ground up
• A kind, curious, and driven team that values collaboration and growth
• Social events like Friday bars, summer parties, padel tournaments, sauna gus, and the chance to shape our team culture
• A centrally located Copenhagen office

Seniority level

• Director

Employment type

• Full-time

Job function

• Strategy/Planning, Sales, and Customer Service
• Industry: Computer and Network Security

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