As Head of Circula’s Customer Success Team, you will be responsible for bringing our vision and strategy for our Customer Success to the next level! You will quickly build, lead and grow the CSM team responsible for on-going success in one of Europe's fastest-growing fintech SaaS companies. You will be a key member of our leadership team, reporting directly to the VP of Sales ensuring an amazing customer experience at Circula.
You participate in formulating key strategic decisions as part of the leadership team
You build and lead a talented CSM team, responsible for recruiting rapidly to ensure growth to offer the best customer experience possible to our customers
You establish strong, long-term customer relationships - and help your team members do so
You enhance the existing infrastructure (tools, processes, the way we work), ensuring an efficient and high quality service
- You strive to reduce churn through greater advocacy and reference ability
- You take responsibility for defining and positively impacting upon our KPIs, for instance our NPS
You address customer escalations with speed and urgency, orchestrating resources across the company as appropriate
You define and optimize the customer lifecycle by implementing initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
You act as a key collaborator, fostering strong relationships cross-departmentally and with our customers
We are looking for a generalist with a passion for people and high career ambitions - and the work ethic that goes with it:
You have 5+ years experience as a team lead or manager of a customer-facing team, preferably at a high-growth B2B SaaS company
You are a great communicator. You are business fluent in German and English.
You can build effective working relationships with your team, cross-functionally and with your customers
You have solid understanding of SaaS applications focused on small and mid-market (50-1000 employees)
You are passionate about your craft, and growing our amazing Customer Success team is the next big challenge you’ve been waiting for
Circula is building the #1 Employee Finance App of Europe. Our mission is to give back time and money to employees. We are combining expense management, credit cards and corporate benefits – thereby increasing productivity of employees, putting money into the pockets of our users and driving automation in the Finance and HR spaces. Creating an amazing employee experience is our obsession.
We are not just a FinTech – we deeply care about creating a world-class product and company. Today, we have more than 1,200 companies that trust us. We are backed by great VCs (Alstin Capital, Storm Ventures, Capnamic Ventures, Peak, Wenvest, HW Capital, Main Incubator) and have raised €20M so far.
We are a team of 90 ambitious talents eager to make life easier for employees and businesses alike.
At Circula, we believe that diversity and representation are key for building not only innovative products, but also a truly great customer and employee experience. We do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, gender identity, sexual orientation, age, marital status, or any other aspect. We particularly encourage People of Color (POC), people with a migration background and people with a disability to apply. As a SaaS company, it is very important for us to also support women with their professional and personal development.