Head of Customer Success

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Head of Customer Success

At Office App we're looking for a Head of Customer Success to join our commercial team!

Full-time · Amsterdam

A Happy Office Life

Our international client base and OA team are growing fast. That’s why we are now looking to hire you as our Head of Customer Success. Someone who can grow our business by being an expert, who loves driving customer experience to grow our portfolio customers based on customer knowledge, data and need.

With top line NRR targets in mind, you will have a dual responsibility managing Key clients and a team of Customer Success Managers. You will drive value throughout the customer journey to build long term relationships and ensure that our customers are successful with our tenant experience platform.

You will also play an important part in forming ‘one commercial team’ together with sales to drive portfolio expansion as part of the top line NRR drive.

With currently over 50 employees, we have our main office in Amsterdam, The Netherlands, and sales offices in London, UK, France and Germany. Next to that, we have a strong focus on scaling internationally over the coming years.

What your job will look like

80% of your time will be focused on Team management (4 Customer Success Managers) and CS internal initiatives, and 20% on client portfolio management to always have direct customer contact & insights. You and your team will be fully accountable for our clients’ portfolios from client onboarding to meeting the NRR targets.

80% focussed on team lead activities, which include:

  • Direct responsibility for the Customer Success vision, structure, strategy and optimisation

  • Be part of our international team determining our global customer plans and targets
  • Manage CS individuals to their full potential. Ensure weekly one to ones and team meetings
  • Motivate your team and other departments to help to achieve both your goals and the company goals
  • Define clear objectives, keep track of progress and provide regular feedback
  • Secure CS team growth potential by leading the ‘one commercial team’ improvement
  • Participate in the definition of new initiatives to tap into client’s full potential
  • Ensure all developments align with the company’s core values and culture
  • Ensuring the CS team utilises data to improve customers results and insights

20% focussed on Customer Success Management activities, which include:

  • Define customer objectives, goals and metrics and governance for the whole lifecycle and ensure expectations are met through excellent project management for our biggest customers

  • Be the client’s trusted advisor, rely on your data analysis expertise and industry knowledge to consult and drive customer relationship
  • Power the growth of your portfolio by creating business opportunities (Expansion, Upsell or referrals)
  • Be proactive in driving renewals and deploy strategies for churn mitigation
  • Be proactive and work efficiently with internal Stakeholders
  • Document your client exchanges and opportunities through internal tools (salesforce etc.) in order to provide a clear view of your portfolio health and growth potential
  • Motivate your team and other departments to help to achieve both your goals and the company goals

Who you are

Hard Skills & Soft Skills - show you us who you are!

  • At least 8 years of client facing experience (customer success management, business development management, consultancy)

  • Experience leading a commercial team and achieving high growth results
  • Experience within SaaS, Facility Management, Co-working space, PropTech or entrepreneurial experience is a must
  • Experience in building relationships with clients independently
  • Strategic thinking with excellent people, project and time management skills
  • Strong communication skills and experience in cross functional collaboration
  • Excellent English communication & writing skills

    What we offer you

    • You will be part of a highly international team, currently we count over 12 different nationalities

    • Hopefully in a couple of months, the opportunity to work in our awesome centrally located office: Capital C in Amsterdam
    • A good work/life balance - we give you 26 days of paid leave
    • When possible again, Friday drinks! (during Covid we organise some smashing virtual bingo and other team building sessions ;-) )
    • Celebrate results and help each other grow by sharing failure
    • An environment where there is space for own initiatives and where questions are valued
    • Space to learn, grow and build an expert role within your own field of work
    • A Happy Office Life - we practice what we preach

    Apply for the job

    Does this sound like the perfect job for you? Apply now and get to answer some questions that will give us a better feel of who we are.

    This is what you can expect from our recruitment process

    - Applied? Awesome! We aim to reply within 1 week. If we also see a match, we will invite you for a phone screening with our Recruiter.

    - Phone screening: 30 min call to get to know each other a bit better and to answer all your questions. We both still see a match? Great, let’s proceed!

    - First interview: Zoom video with the Hiring Manager to talk more in depth about you and the role in specific

    - Case Interview: Zoom video with the team. We will send you the business case for you to prepare at home. We are very curious to see your skills!

    - Culture Coffee: Final Zoom video chat with our Founder / CEO. He would love to meet you!

    ..Still a match? You will receive a job offer from us and we hope you will join and grow together with Office App!

    Because of COVID-19, Office App is conducting all interviews and onboarding virtually. We all work from home until it’s safe to work at the office again, hopefully soon! We have prepared a great virtual onboarding for you and we also make sure you have everything you need to work comfortable from home.