Description

HEAD OF CLIENT SUCCESS ESG PLATFORMS

• Content Leadership: Develop and refine our client success strategy, ensuring alignment with our company's strategic goals. Engage directly with clients, stay close to the ground to maintain a deep understanding of the client’s experience and team operations.
• Revenue Growth: Work alongside the sales team to identify opportunities for expanding the client base. Design and execute strategies for upselling and cross-selling, directly contributing to contract renewals and overall revenue growth.
• Team Development: Guide the Client Success team's growth, offering guidance on skills development, as well as mentorship and career development.
• Client Lifecycle Management: Oversee the entire client journey from onboarding to renewal. Implement standardized practices to maximize value for clients and minimize churn, leveraging firsthand client interactions to continually enhance these processes.
• Performance Metrics: Establish key performance indicators (KPIs) for the team. Use data-driven insights to inform strategic decisions and showcase team achievements, including personal contributions to client success.
• Process Optimization: Continuously assess and improve client success processes and tools to ensure they are scalable and effective. Take an active role in refining onboarding and other critical workflows.
• Cross-functional Collaboration: Serve as a key liaison between client success and other departments, including Delivery, Advisory and Finance. Consolidate client feedback to the Product team and participate in the definition of our product roadmap.

• 7+ years of experience in client success leadership roles, with direct accountability for essential client success metrics.
• Proven success in leading Client Success teams within a dynamic SaaS environment, driving substantial growth.
• Experience in managing remote teams across diverse cultural backgrounds, including the US, Europe, Asia, and Africa, emphasizing inclusivity and adaptability.
• Solid understanding of the ESG landscape and SaaS business models is a big plus. Data-driven approach, leveraging metrics to inform business decisions and enhance client success outcomes.
• Demonstrated capability to establish trust and build rapport with both internal teams and external clients.
• Outstanding leadership and communication skills, able to inspire and motivate teams effectively.
• Strategic thinking ability, with a knack for translating data insights into actionable growth strategies.
• Proficiency in both written and verbal communication in English is essential, additional language like Dutch is a big advantage