“A cornerstone in Scrive’s mindset and a success factor until now, is our genuine customer-centricity, in combination with the courage to be business-oriented & challenging. Our Head Of Success needs to take these abilities to the next level.”
Niklas Fehrm, CRO at Scrive
At Scrive you will work in a fast and innovative environment and you will join an entrepreneurial and great-positioned company, growing at an exciting pace. Our aim is, that a few years from now, you will be able to say; “We did that, I was a part of the Scrive Story.”
Today, our Swedish commercial team consists of both Customer Success and Sales. We are now splitting these teams in two, in order to increase clarity and efficiency and, most importantly, to secure the best possible customer experience. We are therefore looking for a Head of Customer Success to take on the Success team.
In this role, you are responsible for developing customer relationships that promote the expansion of sales, retention, and customer loyalty. You and your team will be working closely with our customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
The customer success team educates customers on the flexibility and capabilities of our platform to drive increased Return of our customers investments in Scrive. Hence, the customer success team must know the company’s products inside and out.
The team that you lead, consists of five people today, and you will collaborate with different departments within Scrive, such as marketing, sales, product, and finance. The role is located at our head office in central Stockholm, at Grev Turegatan 11 and you will report to the CRO.
The Customer Success has two major targets; to make our customers as successful as possible; which in turn improves customer lifetime value, and to find new opportunities in the existing customer base, generating new revenue by expansions via up- or cross-sell
What you will do:
- Mentor, groom and inspire a World-class Customer Success Team
- Manage customer success activities, such as cross-sell/up-sell Establish procedures for product ownership/management
- Define and optimize customer lifecycle / customer journey
- Measure the effectiveness of the Customer Success team
- Inspire a company-wide culture of Customer Success
WHO ARE YOU?
To succeed in the role as Head of Customer Success, we expect you to meet the following minimum qualifications:
- At least 4 years of experience from working in a customer success role
- Minimum 3 years of experience of building and managing high performing Customer Success teams
- Experience from working in a SaaS company
- Experience of working with B2B sales
- Are fluent in English, both verbal and written
Big bonus points if you have previous experience of:
- Working internationally with clients on many different markets
- A fast paced, high-growth working environment
- Technical, complex solutions
To be able to succeed in this role we believe you need to be business-oriented, able to identify and act to create beneficial business opportunities that are not apparent to others. Since you are going to manage a team it is important that you take responsibility both for your own tasks as well for the allover result and behaviors of your team. We trust that you bring both experience and knowledge to share, making you self-reliant and able to independently choose work methods and make necessary decisions to drive work forward, when there is no guidance in place. Last but not least, we believe that you are structured and can plan and organize effectively, building structure for others to use and work from.
Does this sound interesting? We look forward to hearing your ideas, so apply now!
Founded in 2010, Scrive is the Nordic market leader for e-signing, providing agreement lifecycle workflows and digital identity solutions for all channels from online to in-store. We have 2000+ customers in over 40 countries across several industries, with a strong presence in telecom, finance and automotive. As of June 2020, via the entering of new owners Vitruvian Partners and substantial capital injection, we are taking even quicker and greater steps towards becoming a European market leader.
Our selection process is continuous, and the advert may close before the recruitment process is completed if we have moved forward to the screening or interview phase.