Head of Customer Success
4 days ago
Head of Customer Success
About Us
At Colibo, we're not just developing B2B software; we're crafting the future of digital workplaces and supercharging employee engagement. Located in the very heart of the tech hub Aarhus, our mission is to empower organizations globally with cutting-edge Digital Workplace Solutions. Dominating the Danish market and having established a solid foothold in Germany already, we're set to scale deeper and further internationally. We're a solid ISO 27001-certified business, yet we're still fast and agile. You'll be joining an international team where you can see and feel the impact we're making from day one.
About the role
We're looking for an independent and experienced professional to join our Customer Success team as Team Manager — someone eager to lead, but also ready to roll up their sleeves and actively contribute to day-to-day tasks. With a strong drive, excellent communication skills, and ability to execute in high complexity, you will take Colibo's customer experience to the next level.
You will lead a small and capable team consisting of:
- 1st-level support including strong technical skills
- Customer Success Manager focused on proactive customer engagement
As Team Manager, you will lead, coach, and collaborate with the Customer Success team to ensure clients unlock the full potential of their Colibo solution. By driving the adoption of smart solutions, like intelligent AI-powered workflows within the team, you'll help shift focus from routine tasks to high-value human interactions. You will be hands-on in executing strategic plans and navigating complex, high-stake customer cases — all while setting the standard for exceptional customer engagement.
Key Responsibilities
Leadership & Strategy
- Lead, coach, and develop the Customer Success team
- Drive process improvements and operational excellence
- Define and track success metrics (e.g., adoption, satisfaction, retention)
- Execute on up-sell campaigns for new add-on features and services
- Meet budget targets for the Customer Success team
- Contribute to the overall strategic direction of Colibo Customer Success
Support & Customer Lifecycle Management
- Oversee 1st-level support, ticket handling, and triage
- Handle complex and sensitive customer cases
- Responsible of guides on knowledge base and documentation portal
- Ensure fast, compliant, and efficient customer support processes
- Drive proactive engagement with customers
- Prepare and conduct workshops and training (online and onsite)
Operational Monitoring & Incident Engagement
- Monitor solution uptime and customer performance environments
- React to critical situations and ensure timely escalation
- Coordinate communication with customers during incidents
- Collaborate with technical colleague on root-cause analysis and resolution
- Act as escalation point for complex issues
Cross-functional Collaboration
- Act as "Voice of the Customer" toward product & engineering
- Collaborate with technical colleague on escalation issues
- Partner with Sales on renewals, upsell and expansion
- Together with Management make sure Customer Success campaigns, products and services meet customer needs
- Provide input to product roadmap based on customer feedback
Your profile
- Proven experience in a Customer Success role
- Outstanding communication skills
- A positive attitude that motivates team-members and customers alike
- Experience in leading teams and coaching individuals
- Comfortable engaging at different technical levels
- Experience facilitating workshops, training, or similar
- Not necessarily technical — but able to understand how things connect
- Strong project management skills and decisive mindset
- Fluent in Danish and proficient in English – German is a plus
- Experience with Zendesk, Hubspot or Colibo is a plus
Why Colibo
- Leave your mark on a top 50 scale-up software company in the Nordics
- Shape the way organizations operate and collaborate, with a special focus on expanding our success story from Denmark to Germany and beyond
- A culture that's all about agility and innovation, but also mutual respect, laughs and friendship - where your work directly fuels our growth trajectory, and your personality adds to our Colibo culture
- Great opportunities to boost your professional career in a Danish SaaS provider with international context
- Work from our headquarters in the heart of beautiful Aarhus, together with our management team and colleagues from around the world – be right in the action
- A competitive compensation package that celebrates your contribution to our journey
Interviews will be conducted on an ongoing basis and the desired start date as soon as possible.
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