Head of Customer Success

hace 7 meses

Barcelona, España Hubtype A tiempo completo

**What is Hubtype**:
Hubtype is building tools that help companies communicate with their customers on messaging apps like WhatsApp or Telegram. Some of the largest companies in Europe (like EPSON, Levi's, Volkswagen or Allianz) use our products to attend to millions of customers every month. Our mission is to create better business-consumer relationships by embracing simple, meaningful, and customer-centric communication.

We are growing fast and we're in a unique position to become the leaders in the EU conversational apps space thanks to our award-winning, open-source chatbot technology, and exclusive partnerships.

We are looking for an **international,** **sales, and people-driven** **Head of Customer Success**. As a Head of Customer Success, you will be responsible for building and leading the Customer Success team.

This team consists of 2 Customer Success Managers (CSMs) and, 2 Customer Support.

**Responsibilities**

**1. International Team Building**:

- Recruit, train, and lead a globally distributed team of high-performing Customer Success professionals.
- Cultivate a coaching-oriented leadership approach, providing constructive feedback to enhance team skills and achieve collective goals.

**2. Client Relations and Strategic Vision**:

- Establish and nurture relationships with clients and key stakeholders, serving as a liaison between the organization and client companies.
- Define the overarching vision and strategic plan for the team, emphasizing product adoption, positive customer experiences, and driving growth through increased renewals and enhanced net retention.

**3. Client Satisfaction and Sales Generation**:

- Take ownership of client relationships, ensuring that assigned accounts derive optimal value and maintaining overall client satisfaction.
- Drive sales initiatives within client accounts, including up-selling and cross-selling opportunities.

**4. Customer Support and Communication**:

- Act as the primary point of contact for assigned customers, addressing concerns, and managing complaints effectively.
- Facilitate prompt delivery of Hubtype's products and services in response to client needs.

**5. Performance Monitoring and Improvement**:

- Conduct regular business reviews to gauge client satisfaction, and proactively identify opportunities for improvement in products and services.
- Maintain meticulous records of client transactions, forecasts, and account metrics, utilizing data for strategic decision-making.

**6. Operational Efficiency and Cross-functional Coordination**:

- Monitor processes and performance trends, implementing scalable initiatives for continuous improvement and taking corrective action when necessary.
- Communicate product roadmaps and updates to clients, ensuring they are informed about new features and enhancements.
- Collaborate seamlessly with internal cross-functional teams to guarantee consistent service delivery to multiple clients concurrently, meeting deadlines effectively.

**Requirements**:

- Experience managing small & diverse teams and scaled successfully in the SaaS industry.
- Experience coaching, training, and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction.
- Track record in delivering SaaS solutions to larger international customer bases.
- Exposure to subscription
- and renewal-based business processes, up-selling, or cross-selling as well as deep knowledge of and experience in implementing Customer Success best practices.
- Native English or extremely high proficiency

**Benefits**
- A role where you'll have lots of room to shine
- Working with amazing people from all over the world, with different cultures, experiences, and knowledge
- 29 days of holiday per year, plus national holidays
- Fully remote policy and very flexible working - we trust you to get the work done
- 10% personal growth time. At Hubtype you’re expected to dedicate 10% of your time to self-improvement in the way you think it’s best for you. Whether it’s through online courses, side projects, or reading books, that’s up to you.
- Attractive Benefits & Perks Plan, centered in Learning&Development
- Workstation budget for making great work happen at home

Want to know what other people think of Hubtype?

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Got questions? Feel free to get in touch.

If you're ready to apply, here's what we'd like to see:

- An up-to-date CV.
- A motivation letter about yourself and why you think you fit the position. Be as specific as you can.

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