Head of Customer Success

Job description

At Famly, we’re looking for a Head of Customer Success whose focus will be to ensure that our customers have a great experience with Famly. This newly dedicated position will involve leading a team of 5-6 people across 4 markets, with responsibility for our customer success which at Famly involves customer onboarding, account management, growing the revenue from our customer base and not least team leadership.

Famly is on a mission to completely transform the childcare industry. Yeah - we know! It's not fintech, although we do have plenty of financial features in our software. We are not the latest social media platform, AI company or make ride-sharing skateboards. However we do work in an industry where our work improves the quality of life for children, parents and caregivers. Our platform eases stress and saves time for those who nurture and educate children. By doing so, we have a positive effect on the lives of children and those directly responsible for their well-being.

We’ve been shaking up the childcare software industry for 7 years. Now, hundreds of thousands of parents and staff use Famly every day in the UK, US, Germany, Denmark, and Norway.


In this position you will be in charge of the team developing and supporting the success of our customers in the UK, Denmark and Germany through proactive customer outreach and working closely with our support, product, sales and marketing teams. You’ll be doing your job right if the team delivers an exceptional experience to our customers, high customer satisfaction and you contribute to the overall revenue growth of Famly.


What you'll be doing

Our new Head og Customer Success will have two primary forcus areas:

Team Leadership

  • Take ownership of leading the team and developing a stellar group of individuals who contribute to the business and Famly’s overall reputation as the best place to grow your Customer Success skills.
  • Collaborate with Famly's other departments, in sales, marketing, product and customer support, to fight for our customers and create a cohesive customer experience.

Customer Success

  • Develop an outstanding customer onboarding that makes the switch to Famly easy and enjoyable.
  • Help drive a great and professional onboarding experience as automated and self-service as possible without losing the personal touch.Help drive user self-service onboarding and ensure that we have the right help content in the right places.
  • Work closely with our product team to ensure customer happiness and meaningful improvements to the Famly platform.
  • Monitor and proactively drive overall customer happiness (NPS) and product usage scores.
  • Drive package upgrades and upsell to our customer base.
  • Ensure that our bigger accounts are professionally account managed.


Requirements

Requirements

  • You have some experience with customer success
  • You have managed a team of people
  • You are passionate about helping people and love seeing them succeed.
  • You’re a great leader who is focused on seeing your team thrive
  • You’re curious and inquisitive about processes and how to make them better.
  • You have excellent written and spoken English