Director of Account Management/Head of Customer Success

manager
account management
implementácia
venture capital & private equity
fintech
Location
Bratislava or also remote (online)
Start date
1 July 2022
Type of job offer
Full-time permanent employment
Monthly salary
+ ESOP possible
4500 - 7000 €

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!

Who are we looking for

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.

Why should you choose us

What we offer:

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.

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. Also, we have 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.

Work-life balance

  • Vacation days & sick days: Take the time you need to recharge and come back full of new ideas and energy. Everyone is guaranteed a minimum of 20 - 25 vacation days.

  • Flexible hours & work from home: We let you structure your work schedule around your needs and it is up to you where you work. We welcome you to join us in the office from time to time.

  • MultiSport card: Everyone gets a fully paid MultiSport card to enjoy various sports and wellness facilities.

Team bonding

  • Quality time with the founders: Get 1on1 time with a founder to talk about anything. Share your ideas, ask for advice or just bond. Book one of the "Talk to me about anything” slots in their calendar.

  • Company offsites: Twice per year, we get away from the office for a few days, reflect, and have meaningful discussions about strategy, and the future of the organization.

  • Team breakfast: Twice a month, we take a long morning and catch up with colleagues from other teams on both work & fun topics over a delicious breakfast.

Office life

  • Great office location: We’ve got a private office within Campus Cowork in Bratislava's city center, overlooking the Presidential Palace (say hello to Madam President). There is a rooftop terrace on the 7th floor as well.

  • Pet-friendly colleagues: Most of our colleagues have a dog or other pets. We even have a #cutenessoverload channel on Slack where you share your cute pet moments. Anyhow, your furry friend is welcome to join you at the office.

  • Plants all around: Forget about the concrete jungle and unwelcoming office buildings. In the Vestberry office, there are more plants than people. Welcome to our jungle.

  • On-site coffee shop: Need a coffee break? Campus Cowork has an on-site coffee shop with great coffee and various snacks. Order a cup of coffee and head to the 7th-floor rooftop terrace to enjoy it.

Language proficiency

  • - English - C1 - advanced

Details

  • Professional
30. Jun 2022

Supervisor

About organization

​​Hello from Vestberry! For the last four years, we've been building a fintech analytical tool that's helping manage billions of dollars worth of Private Equity & Venture Capital fund investments...
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