Head of Customer Success

Job description

Would you like to work in a welcoming and cooperative team ? Want to work closely with lots of different teams and make a difference for our clients all over the world? Sound like something you can sink your teeth into ? Then we’re looking for you !

Over 10.000 real estate agents use Nodalview to capture AI-powered eye-catching photos and 360° immersive virtual tours of properties using their smartphone. In November 2020, we raised € 4,1 M in funding, following the previous € 1,7 M in September 2019. In 2020, we have grown from 15 to 80 people, and we plan to grow to 100 people by end 2021. We can safely say we have achieved product-market fit and that we are financially healthy. So now it's time to scale, hard. We were already active in France, Belgium and Switzerland, and have recently expanded into Portugal, Spain and Italy, with more European markets to follow this year.

Making sure our Customer Success team builds strong and long lasting relationships with our 10000+ users will be your top priority! Your mission will be to establish Nodalview’s customer success strategy helping us achieve our growth objectives. You’ll have the opportunity and autonomy to further design, build and manage our CS department and make an impact!

As our Head of Customer Success, you will have the following responsibilities:

  • Lead and scale your team of Customer Success Managers and Advisors (currently 7 people strong) who support 10000+ users, and many many more in the years to come.

  • Define and optimize the Customer Lifecycle: map customer journey, implement industry standards, customer base segmentation...

  • Expand our company’s revenue through cross-selling, up-selling, churn reduction, customer advocacy, renewal rates increase and other growth strategies.

  • Manage and optimize customer success activities: onboarding, training, customer support, renewals...

  • Measure Customer Success effectiveness via metrics, tracking systems, customer marketing software, team performance...

  • Be our customers’ voice within the company and towards our customers. Align with different teams for strategic decision making regarding product, sales, marketing campaigns.

  • You will report directly to Thomas, our CEO, and you'll work closely with lots of other team members throughout Nodalview.

  • You’ll be responsible for Customer Success in all our international markets!

Job requirements

Who are we looking for

  • A total of 8+ years working in Customer Success with at least 3 years in a similar role (e.g. Head of Customer Success, VP CS) for a SaaS scale-up.

  • You get a kick out of helping out customers and proposing solutions ahead of time.

  • Strong empathy for customers and drive for revenue and growth.

  • Experience leading and managing a team. As we’re scaling, you’ll build out your own team of exceptional Customer Success people.

  • Using Data & Analytics in your decision making has no secrets for you!

  • Of course you are really good at planning and organizing.

  • You have a way of finding solutions truly in cooperation with others, by listening and finding the solution that is best for everyone. We believe in working our butts off when necessary, but we don't believe in pressuring people to get them to do things.

  • You can communicate clearly and concisely in English, both spoken and written. Bonus points for any other languages you know.

Want to know if you’d feel at home at Nodalview ? Check out our values:

  • Be passionate - We love what we do
  • Keep it simple - We focus on the essence and continuously improve
  • Go for excellence - We set the bar high and aim to be industry leaders
  • Deliver awesomeness - Putting a smile on our customers' faces is what keeps us going
  • Win together - We trust each other, care for each other and we work together, always

What we offer

  • Not just a great job in a start-up that has already earned its stripes and is now scaling up to the next phase, but also an excellent accelerator of your professional growth.

  • A strong and flexible salary.

  • A great bunch of open-minded colleagues (or should we say friends ?).

Have a question ?

Feel free to e-mail (careers@nodalview.com) us if you have any questions or remarks.

Please bear in mind that for most of our open positions, we are receiving a lot of applications. Because of this, we unfortunately can’t always provide you individual feedback concerning your application. If you’d like to have more feedback on your application, feel free to reach out to us !