We are looking for a passionate and experienced Head of Customer Success to join our second-stage rocket ship!
At AppTweak, customer relations are central. Once customers subscribe to AppTweak, the biggest is yet to come. The Customer Success team’s mission is to equip and empower AppTweak’s customers with the support, tools and guidance they need in order to exceed their ASO and growth goals while leveraging our solutions.
With about 1,800 customers worldwide from all verticals (Games, Entertainment, Business, Food & Drink, etc.) including mobile leaders such as PayPal, Hello Fresh, Amazon Music, Zalando, TikTok, Yelp and more, we believe that building long-term relationships with our customers is key in order to expand our industry’s knowledge, improve our product and identify new expansion opportunities. This is why the Customer Success department is at the core of our company's growth.
As the Head of Customer Success, you will play a key role by leading our existing Customer Success team and will be responsible for its growth and expansion. You will help find, hire, onboard and support new talents to help reach the company’s growth goals.
Based in Brussels, you will report directly to our CRO (Chief Revenue Officer), based in San Francisco.
Location: Brussels, Belgium
Start date: As soon as possible
Your Responsibilities:
Lead and Grow the Customer Success team
Inspire, lead, coach, and motivate the current Customer Success team to develop, grow, perform and succeed in their roles. Find, hire, onboard and support new talents to join the team and thrive. Improve, create, build and implement new processes to maximize the team’s efficiency, communication, collaboration, and day-to-day. With an agile and proactive mindset, help organize and (re)-organize roles, projects, priorities and focuses in order to adapt to the company’s rapid growth and scale. Own and improve the Customer Success team’s career path and skills framework to consolidate mid-term and long-term development goals for each team member. Increase the Company’s Revenue
Establish a deep understanding of AppTweak’s business operations, including App Store Optimization, and competitive landscape to demonstrate our value proposition to clients in order to upsell and cross-sell (and grow our MRR).Support and equip the team with strategic guidance, execution tactics and a positive mindset to help achieve the company’s revenue goals coming from upsells and cross-sells.Collaborate closely with the ASO Experts (services) team to align on effective strategies to sell managed services to existing customers. Foster relationships and ensure customers satisfaction with our ASO tools and services
Strategize and execute plans aiming at reducing churn, increasing retention, and increasing client satisfaction globally. Provide best-in-class onboarding for new business/enterprise customers in order to build a positive user experience.Establish trusted expert relationships with customers by conducting regular calls or follow-ups.Assess customer requirements, solve problems, and anticipate future needs.Promote and advocate AppTweak during mobile and ASO-related networking events and conferences all across Europe (Berlin, London, Barcelone).Actively strategize and participate in cross-department cooperation
Work hand in hand with the Sales and Marketing teams to ensure a smooth customer experience from the very beginning of their journey.Collaborate with the Product team to make sure that the latest customer improvement requests are transferred, and continuously help improve our products and services by sharing constructive & regular feedback.