Head of Customer Success

Are you an experienced customer success leader with expertise in leading teams who accelerate account growth in a fast-paced b2b SaaS environment? Do you thrive by developing and coaching high-performing Success teams that succeed through collaboration, grit, and constant learning?

Cledara just raised a $20M series A round and we are looking for our first Head of Customer Success to lead our global Customer Success Function, based in Barcelona Spain. You will own the end-to-end customer engagement, adoption, renewal, and growth for Cledara customers and will be responsible for driving revenue retention, expansion and customer satisfaction.

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- Please Note**: This role is 100% in English.

Learn about Cledara and the role below. We look forward to hearing from you

Tasks

We're looking for a leader who has led a Customer Success / Account Management function and is ready to bring their experience and expertise to our fast-growing business. Key tasks include:

- Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use cases; collaborating across teams to identify and pursue customer growth opportunities
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
- Build a global customer success organization to support Cledara customers from onboarding and training through to long-term success
- Successfully structure, plan, and drive the team to achieve KPI's including:

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- Customer engagement (% customers engaged / Q)
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- Customer adoption/health (% customers utilizing the platform, features)
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- Renewal (gross retention rate)
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- Expansion (net retention rate)
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- Churn and overall NRR (Net Revenue Retention)
- Grow the customer success organization, including team, systems, structures, and processes, to support our ambitious customer and revenue goals
- Create a culture dedicated to growth, collaboration, accountability, and respect toward Cledara's mission and values

**Requirements**:
**About you**:
The right individual for this role has run a successful Customer Success team at least once in the past with success and can demonstrate the correct things for a SaaS business to do to ensure our customers are as satisfied as possible. The right individual is also a self-starter and has the ability to create strategies and processes and execute in a fast-moving environment.
- Minimum 7+ years of customer success experience with increasing levels of responsibility, including as a manager of managers leading high-performing teams in a high-growth, SaaS environment customer lifecycle adoption, renewal/expansion
- A thorough understanding of SaaS and Recurring Revenue Business Models
- Experience managing high-value accounts through high-touch partnerships with customers
- A track record of developing and mentoring great talent, and building and motivating teams
- You are comfortable with change and thrive working at a fast-pace
- Extremely high EQ & empathy skills and genuinely curious
- A strong strategic vision for the customer experience and journey
- Fluent English language communication skills are a must

**Benefits**:

- Brand new Apple laptop
- A great work culture with regular work outings, company offsites and international travel
- Beautiful, centrally-located offices in Barcelona

**Healthy mind and body benefits, including**:

- Health insurance
- Fitness budget
- Food budget
- Join a young tech company in a massive period of growth to accelerate your career and gain an incredible amount of experience in a short time
- Learn from some of the brightest people in the SaaS and Fintech industry
- Work with bright curious people
- Be challenged to stretch yourself to learn and grow
- Join a strong culture of openness & transparency

**About Cledara**:
Cledara is the first Software Management platform for fast-growing companies. We combine software management tools for teams with a payments platform to help companies take control of their software investments. This allows them to operate more effectively across teams, comply with regulations and ultimately focus on what really matters - serving their customers

With offices in Denver, London and Barcelona, we are growing quickly and looking for amazing people who are motivated and hungry.

Be Curious, Total Transparency, Communication, Respect Everyone, and Overtrust. These are our company values that guide the way we work every day, as well as the people we bring into the team. If this resonates, we’d love to hear from you.

Cledara is backed by leading investors including CommerzeVentures, Notion, Techstars and Anthemis, and has received global recognition, including:

- Top 5 female-founded SaaS companies globally by Microsoft's M12 Venture Fund and Melinda Gates' Pivotal Ventures
- Accepted into the Mastercard Start Path program in 202