Briox is a fast-growing SaaS-company with strong ambitions to take a leading role in the exciting transformation of the accounting industry. They are now looking for a Head of Customer Success who will be responsible for building a new Customer Success function in the company while also playing a critical role in the executive management team.
About the company
As one of the few public SaaS companies in the Nordic region, Briox develops and sells its own ERP system that supports accounting, invoicing, time management and related tasks. The company’s core customers are accounting agencies in Finland, Estonia, Latvia and Lithuania, who use Briox’ platform in their ongoing interaction with small- to medium sized enterprises.
With the objective of taking the company to the next level, a new CEO and a new Chief Product Officer were appointed last year. During the same period, the Board was strengthened by two new members. These appointments were made with a clear ambition to accelerate business growth while also enabling Briox to take a leading role in the exciting transformation of the accounting industry.
About the role
To further strengthen the organization Briox is now recruiting another key position, Head of Customer Success. This person will be responsible for building and managing the new Customer Success function, as well as driving the customer onboarding process and ensuring a high level of customer satisfaction.
At Briox, a truly customer-centric culture is not just a buzzword. It is rather viewed as a prerequisite for driving customer loyalty over time, thereby establishing a sustainable and winning business model.
Reporting to the CEO, the Head of Customer Success will play a critical role in Briox’ future success. This is a unique opportunity for the right candidate, who will be given a strong mandate and a great deal of freedom to lead the delivery of several business-critical initiatives.
The customer success team consists of six people today, with representatives in five countries.
As Head of Customer Success, you will collaborate with all functional teams in Briox, including Marketing, Product, Finance and the local Sales teams. The role is located at the company head office in Växjö, but you will be able to work remotely 2-3 days a week.
Your key areas of responsibility:
Build and manage the Customer Success function in the company
- Implement and drive Success KPI:s, including customer satisfaction, overall health scores and revenue growth.
- Define and optimize the customer lifecycle/customer journey.
- Forecast/optimize renewal rates and churn reduction.
- Inspire a company-wide culture of Customer Success.
Own the customer onboarding experience
- Ensure a highly effective customer onboarding process .
- Educate, engage and evaluate .
Drive customer satisfaction and develop the product offering
- Establish effective customer support processes, which enable fast issue resolution.
- Closely monitor customers’ happiness so that they are offered solutions before issues occur.
- Develop customer relationships to drive loyalty, retention, and overall customer satisfaction.
- Work with the Analytics team to identify trends through core business metrics.
Drive up-sell
- Work closely with the local Sales teams to find opportunities for up-sell/cross-sell as well as managing sales activities within the Success team.
You have
- An academic degree.
- At least 3 years’ experience from working in a Customer Success role.
- SaaS experience, including a solid understanding of the SaaS business model.
- Experience from the Financial industry or good knowledge of customer needs within Accounting.
- Experience of leading a remote team.
- Experience of working with B2B sales.
- Strong English skills, both verbal and written.
- Experience in the digital landscape.
- Experience from a multinational company, bonus if you have been working in Finland or the Baltics.
We want you to
- Be highly business-oriented, with a solid ability to identify and create business opportunities.
- Have strong strategic thinking, coupled with a natural desire to identify critical needs of the customer.
- Be structured, with a proven ability to build a framework for others to use.
- Have a customer-centric approach and be great at building long-term relationships with users.
- Be a self-confident, natural leader.
- Possess very strong collaboration and communication skills, with a natural ability to effectively engage different stakeholders toward a common goal.
- Be data-driven and analytical.
- Roll up your sleeves when needed and do what is necessary to drive the company forward.
Briox offers
Briox is a young and modern company with high ambitions. The working environment is truly international, and you will be interacting with colleagues and customers across five different markets on a daily basis. In your role you will be given a unique opportunity to drive the company’s strategic agenda, lead business-critical initiatives, and be part of a team that wants to make a real and positive difference.