Director, Customer Success
Juni Technology AB / Chefsjobb / Göteborg
2025-01-17
Visa alla chefsjobb i Göteborg,
Mölndal,
Partille,
Kungälv,
Lerum eller i
hela Sverige Visa alla jobb hos Juni Technology AB i Göteborg Juni who?
At Juni, we're busy building the future of banking. We want to help businesses do more with less and get access to the financial tools they need to operate, grow, and win globally.
How & why we do it
We give our people the same thing we're building for our customers: freedom. Freedom to be 100% yourself. Freedom to explore your potential and what's more - make the most of it. We truly believe we're making the world a better place for online businesses, and we want you to be a part of that mission.
Role overview
As the Director of Customer Success at Juni, you play a pivotal role in shaping the future of our Juni's customer relationships. You will oversee the Customer Success, Account Management, and Customer Experience functions, ensuring our customers derive maximum value from our product, Success and Account Management teams. Your strategic vision and leadership will be crucial in enhancing customer satisfaction, reducing churn, and driving incremental net revenue retention (NRR). You will work closely with cross-functional teams in finance, data and comms to align our customer success initiatives with business objectives, ensuring a seamless and superior customer experience.
Key Responsibilities:
Leadership
Strategic Vision: Develop and execute a comprehensive Customer Success strategy that aligns with Juni's mission and business goals.
Team Leadership: Lead, mentor, and inspire the Customer Success, Account Management and Excellence teams, fostering a culture of excellence, accountability, and continuous improvement.
Cross-functional Collaboration: Work closely with New Business, Product, Comms, and Support teams to ensure alignment and to foster a cohesive customer journey and experience throughout the customers lifecycle.
Team Development
Recruitment and Onboarding: Build and scale a high-performing Customer Success team through effective recruitment, training, and development in collaboration with Juni's people team.
Performance Management: Set clear performance metrics, conduct regular team reviews, and provide coaching to drive individual and team success.
Professional Growth: Create opportunities for skill development, career progression, and knowledge sharing within your domain.
Customer Centricity
Customer Insights: Develop a deep understanding of Juni's customer needs, challenges, and goals through regular interactions and feedback collection.
Customer Advocacy: Serve as the voice of the customer within Juni, advocating for customer needs in product development and service enhancements.
Proactive Engagement: Implement strategies for proactive customer engagement, ensuring early identification of issues and opportunities for improvement and working with product leads to ensure these improvements are actioned.
Stakeholder Management
Relationship Building: Establish and nurture strong relationships with key customer stakeholders to understand their strategic objectives and ensure alignment with Juni's offerings.
Executive Reporting: Provide regular updates and insights to senior leadership on customer success metrics, initiatives, and outcomes.
Partnership Development: Collaborate with partner channel manager and third-party vendors to enhance the overall customer experience and deliver additional value.
Metrics & Reporting
Net Total Payment Volume Retention (NTPV): Drive initiatives to improve NRR by maximizing customer lifetime value through renewals, upsells, and cross-sells.
Churn Reduction: Develop and implement strategies to identify at-risk customers and reduce churn.
Customer Satisfaction Metrics: Track and analyze NPS (Net Promoter Score) and CES (Customer Effort Score) and CSAT (Customer Satisfaction Score) to gauge customer satisfaction and identify areas for improvement.
Data-Driven Decisions: Utilize data and analytics to drive decision-making, optimize customer success strategies, and measure team performance.
Your success will be measured on
Prioritization: Ability to balance long-term strategic planning, team leadership and enablement and with short-term problem-resolution and feedback towards internal teams.
Customer Retention: Achieved a significant reduction in churn rate by X% within the first year through targeted engagement and support initiatives.
Net Revenue Retention: Retain target month-on-month NRR at 105% by implementing effective upsell and cross-sell strategies that are aligned with customer needs and achievable for the newly formed account management team.
Customer Satisfaction: Elevated NPS to X and CES to X% by optimizing customer onboarding, support processes, and proactive engagement.
Team Growth & Development: Successfully scaled the Customer Success domain as Juni prepares for new market expansion in 2024 with improved SE team satisfaction scores and reduced employee turnover rates.
Stakeholder Alignment: Developed a robust communication framework that improves internal collaboration and ensured that customer feedback directly influenced product development and strategic decisions.
Your people
Our team is as ambitious as our amazing customers. We aim high and we move with speed to make our vision a reality. We care deeply about building a better future for our customers and each other. Here, you can work with people at the top of their game and who didn't get there by playing games. You can help us create a whole new category in financial services.
Your benefits
We're freedom-first. Transparent. Caring. Empowering. So our benefits are too.
We work hybrid. We'll see you in one of our offices in Stockholm or Gothenburg at least two days per week.
Swap 2D for 3D. Meet all Junis IRL at the company onsite each year.
Diversity is at our core. We're part Swedish. Part Canadian. Part French. Part Indian. Part Italian. Part British. Part Portuguese. You get the idea.
Great players can stay great players. Progress your career whether you choose to manage people or not.
Stock options. We can't promise you'll make a fortune. But we'll give it our very best shot.
Vacation days. 30 days, awesome!
Private Health insurance. You know. Just in case
Beautiful offices in central Gothenburg and Stockholm, front row sea view!
Så ansöker du Sista dag att ansöka är 2025-02-01
E-post:
recruitment@juni.co Omfattning Detta är ett heltidsjobb.
Arbetsgivare Juni Technology AB (org.nr 559248-0908)
Paradisgatan 21 A (
visa karta)
413 16 GÖTEBORG
Jobbnummer 9109325