About the company
Storekey provide a platform for smart cashierless stores that can be set up anywhere, always stay open, and only stock what people actually buy. With effortless scan-and-go shopping, Storekey’s technology brings the benefits of e-commerce to physical stores.
About the role
To strengthen the organization Storekey is now recruiting a 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.
Reporting to the CEO, the Head of Customer Success will play an important role in Storekey’s future success.
You will collaborate with all functional teams in the company, like Business Development and Product but your closest counterparts will be the Sales team.
Your key areas of responsibility:
Build and manage the Customer Success function in the company
- Recruit and build the team.
- Implement and drive Success KPI:s.
- Define and optimize the customer lifecycle/customer journey.
- Forecast/optimize renewal rates and churn reduction.
Own the customer onboarding experience
- Ensure a highly effective customer onboarding process.
Drive customer satisfaction and drive up-sell
- Establish effective customer support processes.
- Closely monitor customers’ happiness so that they are offered solutions to meet their needs.
- Develop customer relationships to drive loyalty, retention, and overall customer satisfaction.
- 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 5 years’ experience from working in a Customer Success role, preferably with experience from building the function in a start- or scale-up.
- SaaS experience, meaning a solid understanding of the SaaS business model.
- Experience from recruiting.
- Experience of working with B2B sales.
- Strong English skills, both verbal and written.
- Meriting if you have experience from FMCG or retail.
We want you to
- Take initiatives and be a strong doer-personality.
- Be highly business-oriented, with an ability to identify and create business opportunities.
- 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 engage customers as well as colleagues.