Head of Customer Success

As the Head of Customer Success you are key in driving recurring impact for our customer and partner base, which consists of digital marketing agencies, retailers and brands across Europe. 

You are responsible for Net Revenue Retention and realize sustainable growth from existing business. Building high performing CS teams to enhance customer impact and lifetime value is what drives you professionally. You define our CS strategy. You continuously optimize our approach together with your team, the Product, Support & Commercial teams.

Your job

Reporting to the CRO, the Head of Customer Success is an integral part of the Channable Go To Market organization, pivotal in driving growth, retention and long-term customer value.

Your primary role as the Head of Customer Success is ensuring Net Revenue Retention, by delivering our customers the greatest possible impact using Channable. You do this by enabling your team members to be successful in their roles, cultivating a people oriented, high performance and customer centric culture.

As the Head of Customer Success, you are responsible for driving sustainable, profitable growth from our existing customer base, and increasing customer retention and expansion. Furthermore, you will lead the creation of a new CS operating model, targetted to better serve our growing customer base of lower MRR customers at scale, by implementing strategies and tools that empower our customers to succeed independently through self-service tools and community-driven learning.

You collaborate with Sales, Marketing and Product Development to define the CS strategic direction based on solid customer performance data analysis, and oversee its timely implementation through the definition of cross-, & upsell tactics.

Based out of our Channable office, the internationally diverse team of commercially oriented product experts, serve a wide range of international clients across Europe.

Your responsibilities

• People: Develop a high-performing, customer-centric CS team. Coach and train your teams, make sure they perform and grow. Minimize undesired attrition. Hire the right candidates at the right moment;

• Growth from Customer Success Management: Achieve Net Revenue Retention (NRR) targets with our larger customers and prospects. Your CSMs understand their customers and partners and drive value by running impact reviews. They spot opportunities and risks and manage them. They fully own NRR targets in their own portfolio, including forecasting. Your Technical Account Managers help SLA customers to implement and optimize their setup and integrations;

• Growth from Digital CS: you achieve NRR targets across the whole portfolio, but especially the smaller customers, by implementing and continuously optimizing digital CS strategies. You completely build up this strategy from scratch in close collaboration with Product, Marketing, Support and Education;

• Voice of the Customer and making sure Channable achieves OKRs and company wide objectives: Customer Success doesn’t live in solo. You ensure collaboration on every level. You evangelize the customer success philosophy within Channable. Together with your team you capture and share market insights and customer feedback. You don’t only ensure you achieve your targets but help the whole company to succeed.

Who are you?

• You have proven your successful team leadership in Customer Success in SaaS and international fast paced organization(s);

• Fundamental understanding of key SaaS and Customer Success concepts, methodologies, metrics and to apply them in practice, especially digital Customer Success;

• You are an outstanding communicator and relationship builder with a diverse set of stakeholders, first and foremost with our customers.

Other requirements

• 5+ years experience in managing Customer Success teams at SaaS businesses, including proven experience as a manager of managers in international/cross-cultural contexts;

• Good command of English, and preferably an additional European language;

• You are willing to come to our Utrecht office for two days/week;

• You are available for at least 32 hours per week (4 days).

Who are we?

Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, a brand new HQ in Utrecht, serving customers all over the globe, and operating from other offices including New York City, Berlin, and Aarhus.

Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at our Instagram, Facebook or LinkedIn! Give our Culture Playbook a read.

What do we do?

Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.

What do we offer?

• The salary range based on 40 hours is from gross €6.700 (80%) per month within a clear career & salary structure

• Your on-target earnings (OTE) consist of the mentioned gross salary at 80% and a performance-related bonus of 20%

• 8% holiday allowance - 8% of your yearly salary, which is paid on June 1st

• Stock Appreciation Rights: you will get financial profit from Channable' success

• Annual L&D budget of €1000. You can take a great advantage to #grow professionally

• Saving for old age - yes, we provide you 5% of your monthly base salary

• 26 vacation days + 2 reload days based on 40 hours

• Traveling to our office? No problem, we got you covered (NS Business Card, or €0,23 per km if you decide to use a different means of transport)

• Channaweekend (yes, in 2025 we go for a long weekend with all our colleagues from all over the world)

• Additional working conditions like great lunch, massages, in-office bar (Channabar), parties, sports teams, video games, and many more! 💕👌