Netigate is a feedback management platform that empowers its users to tune into the voice of their customers and employees. This allows companies to make insight-based decisions to understand their most important assets; employees and customers.
We are a global company with offices in Stockholm (HQ), Frankfurt & Oslo and customers in over 30 countries and expanding fast. We believe strongly in combining individual productivity with ingenuity and curiosity sparked in group settings, therefore we have a flexible work location policy.
About the role
As Head of Customer Success, you lead a small team (currently one person) in Norway and play an important role in helping our customers get maximum value out of our platform. You are part of fostering a customer centric organization and collaborate closely with other departments such as Product, Professional Services, and Marketing to evolve and improve our customer's success. You belong to the Sales organization and as the Customer Success department is relatively new, you will have the possibility to be part of forming it to some extent.
In your day-to-day work, you make sure the customers get onboarded successfully, get trained and engaged, and work on the adoption of the purchased services to increase value for the customer.
You monitor usage proactively and contact clients upon low usage to deliver coaching/training to improve their utilization.
Through being a trusted advisor, you maximize the benefits of our customers’ investment with Netigate and thereby increase retention and expansion as well as identify new opportunities and generate leads for the Account Managers.
Even though you work very closely to our customers, as a CSM you are not responsible for acquiring new customers (done by Sales Executives within New Client Acquisition), nor the Day-to-day support (done by Customer Support). Also, you do not have any commercial responsibility in terms of expansion (this is done by our Account Managers), but you are measured on metrics such as revenue retention and lifetime value.
What we are looking for
To succeed in this role, we believe you are a goal-oriented team player who likes to work towards challenging goals. You thrive in a fast-growing environment and love developing and coaching others, both team members and customers.
- 3+ years of sales or relevant account management experience, management consulting, or an advisory role preferably in SaaS.
- In addition, preferably 1-2 years of project management and/or management experience
- Business level fluency in English and Norwegian.
- A completed bachelor’s degree is preferred but not mandatory
- Merited if you have experience working in a customer success tool
We believe attributes as Entrepreneurial spirit, Positivism, Service minded, and a Can-do attitude describes a person that will LOVE working with us in the Customer Success Team.