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Voucherify is actively seeking a Head of Customer Success for the EMEA & APAC regions. This pivotal role involves leading a proactive and experienced team dedicated to championing customer success in an innovative company offering API-first incentive solutions. Founded and bootstrapped with a commitment to customer satisfaction, Voucherify caters to numerous prestigious brands, including John Deere, Breville, Michelin, and Vodafone. With a track record of high customer satisfaction, the company's Customer Success (CS) team is integral to its operation and strategy.
As the Head of Customer Success, your responsibilities will span multiple aspects of the customer lifecycle. You will take charge of strategy and execution from onboarding through to renewal, expansion, and advocacy.
Key responsibilities will include:
Owning the Customer Success strategy for the EMEA & APAC regions, focusing on Net Revenue Retention through high customer satisfaction and predictable renewals.
Leading a high-performing Customer Success organization, which will comprise roles like Customer Success Managers and Technical Account Managers.
Working closely with Sales and Go-To-Market (GTM) teams to ensure seamless transitions from sales to ongoing customer success, which helps drive value-led renewals and expansion.
Acting as the Customer Success Manager for key accounts, fostering strong relationships and guiding customers through technical and organizational challenges.
Collaborating with teams across North America and Latin America to operationalize excellence in customer onboarding and success, ensuring refined strategies for health scoring, escalation paths, and detailed playbooks as the organization scales.
Championing customer feedback, transforming insights into actionable suggestions for Product and Marketing departments, ultimately ensuring that Voucherify continues to meet and exceed customer needs.
Developing a base of customer advocacy through referrals, case studies, and long-term brand champions.
The ideal candidate for this position will have:
A significant background in Customer Success leadership within the SaaS sector, ideally with at least 7 years of experience managing mid-market and enterprise accounts in the EMEA region.
A solid understanding of SaaS products, their integration within API-first architectures, and the MACH ecosystem. The ability to translate technical specifications into measurable business outcomes is a must.
A commercially minded approach, connecting customer values with revenue growth strategies, and focusing on metrics such as retention and expansion.
A balance of customer empathy with the practical aspects of decision-making, leveraging data to inform actions and strategies.
Strong cross-functional collaboration skills, allowing influence over Product, Sales, and leadership teams without formal authority while being unafraid to challenge existing paradigms when necessary.
Exemplary communication skills that enable you to engage in strategic discussions with key stakeholders at the executive level. The ability to communicate technical information effectively is essential.
Working with Voucherify brings about a range of benefits and compensations, which are designed to promote your well-being and success:
A custom benefits package, created in collaboration with leading agencies to offer customized services for you and your family.
An opportunity to impact how Customer Success is structured and operates at scale with the autonomy expected of you. Executive trust is valued at Voucherify, enabling you to perform your role in your unique way.
A stable working environment, as Voucherify is fully bootstrapped and dedicated to profitability. Employees enjoy a supportive workspace with a commitment to maintaining a healthy work-life balance and long-term job security.
A chance to join a “small but mighty” team renowned for delivering exceptional customer satisfaction and technical expertise, with ample support during onboarding.
Fully remote working options allow you to manage your schedule according to your lifestyle, focusing on producing results rather than tracking hours.
This role as the Head of Customer Success at Voucherify represents an substantial opportunity for a candidate looking to lead a dynamic team in a company clearly dedicated to its customers' needs. The job's focus on customer outcomes intertwined with the sales process reflects the strategic vision that Voucherify holds for its future growth and success across EMEA and APAC.
This job offer was originally published on himalayas.app
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