Vestberry

Vestberry

Head of Customer Success (3000-6000 EUR + ESOP possible)

  • Freelance 
  • Starting date:  
  • Salary between €4K and €6K / month
  • Possible full remote

The company

Vestberry

Vestberry

    The job

    Head of Customer Success (3000-6000 EUR + ESOP possible)

    • Freelance 
    • Starting date:  
    • Salary between €4K and €6K / month
    • Possible full remote

    About

    For the last four years, Vestberry has been building a fintech analytical tool that’s helping manage billions of dollars worth of Private Equity & Venture Capital fund investments. They are on track to becoming the industry’s standard for portfolio management thanks to customers like Atomico - the 2nd largest EU VC fund, which invested in companies like Wolt, Skype, or Stripe. To reach their ambitious, but realistic goals, they are looking to grow their team of 24.

    Job description

    Hello from Vestberry! Over the next year, we expect to grow our customer base from 25 to 70+ while maintaining healthy customer retention and satisfaction. Hence, we are looking for a seasoned Head of Customer Success who will:

    • Manage our 4-strong Customer Success team and define its future growth reflecting the business needs;
    • Design and continuously improve our implementation and retention approach to achieve your KPIs;
    • Act as an escalation point for all our clients and act as a CSM for our most important clients.

    You will be faced with the challenge of achieving industry-leading revenue retention (90%+ gross, 120%+ net), gross margin (90%+), NPS (50+). Here are some of the questions you will have to answer in your first year:

    • How to structure the roles and responsibilities in a team that’s expected to grow to 9 in 2022.
    • How to establish Vestberry as a thought leader on VC/PE portfolio monitoring.
    • Be responsible to build our customer training program.

    While the challenges are aplenty, there are many reasons you might enjoy working with us:

    • Space to leverage your previous experience and design our customer success approach from scratch.
    • Opportunity with VC/PE industry leaders like Atomico - 2nd largest European VC - and improve the way they work.
    • Ambition to not only onboard customers, but become their business partner and drive their success with us.

    Let us know if you are up for the challenge!

    We believe Vestberry is an opportunity to work on a successful local project in the fintech sector with clients worldwide. It’s still “just work,” and we try not to take ourselves too seriously, but we place importance on creating an environment where we can enjoy ourselves most of the time. You can read more about us at https://linktr.ee/vestberry.

    The more obvious “benefits” include:

    • Private modern office full of plants within Campus Cowork in Bratislava’s City Center overlooking the presidential palace (sometimes you can give Ms. President a gentle wave).
    • Standard vacation and sick days entitlement, but most importantly genuine flexibility, whether you like to sleep in or want to get your kids from kindergarten. We often also work from home, our parents’, or some AirBnB.
    • Multisport card 100% paid for by us so that you can hit that gym or meet us in the nearby Falkensteiner sauna.

    The less obvious benefits include:

    • Your future colleagues will enjoy getting to know you over great coffee served in our Cowork (that we, of course, pay for).
    • Vestberry isn’t our first rodeo. While our average age is 30, we’ve already been through stuff, know where our boundaries are, and have a culture where it’s OK to admit we don’t know something. That’s why we love people who know more than us and frequently engage them as consultants or hire them full-time.
    • An atmosphere of mutual trust and growth. We share “typically hidden” details during our all-hands, answer all questions, and often have team-generated sessions where we learn from each other.

    Preferred experience

    This position is best suited for experienced CSMs from the B2B SaaS world who want to apply their wide context understanding and expand their role. However, we are also open to other candidates with experience from client-facing teams in B2B SaaS that already managed a small team.

    Regardless of the specifics of your career journey, you should be able to demonstrate:

    • Affinity for the world of finance/venture capital/private equity and a basic understanding of its key concepts. Professional certifications such as ACCA, CFA are a plus.
    • Demonstrated mastery of project management and general consulting skill - being able to break down complex problems into manageable and understandable pieces.
    • Strong ownership demonstrated by an ability to lead initiatives from their inception through implementation to maintenance with little oversight.
    • Communication skills include professional English and a resolve that can calm a heated situation and focus on achieving an outcome that works for all parties involved.
    • People leadership skills.
    Questions and answers about the offer
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