As the Head of Customer Success & Support, you will be responsible for shaping and executing the overall customer success and support strategy. You will lead a dedicated team and work closely with cross-functional departments to ensure our customers receive world-class support and achieve their desired outcomes. This role reports directly to the CEO.

Key Responsibilities:

• Develop and implement a comprehensive customer success and support strategy that aligns with company goals and objectives.

• Lead, mentor, and manage a team of customer success managers, support agents, and other relevant staff members.

• Foster strong relationships with key customers, ensuring their needs are met and that they receive maximum value from our products/services.

• Analyze customer data and feedback to identify areas for improvement and implement solutions.

• Collaborate with Sales, Product, and Marketing teams to drive customer adoption and retention.

• Establish and track key performance metrics to measure the success of the customer success and support programs.

• Ensure the team delivers timely and effective responses to customer inquiries and resolves issues to the satisfaction of customers.

Who you are and what you have:

• Customer-centric - you put the customer at the center of everything. You understand their needs, work to exceed their expectations, and strive to deliver an exceptional customer experience.

• Proven experience in a customer success leadership role at a fast-growing start-up SaaS company, preferably with exposure to both mid-size businesses and enterprise accounts and complex customer landscapes.

• Proven success in defining and implementing strategies and processes for both customer success and support, with a focus on retention and expansion, driving customer growth, keeping customer satisfaction high and achieving revenue targets.

• Data-driven, with the ability to create measurable goals and establish relevant metrics. It is essential that you can effectively access and analyze data to provide valuable insights for decision making.

• Excellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds within utility corporations.

• Proven experience in building and leading a CS organization from an early stage, how it integrates with revenue and wider business and how to scale in a high-growth and venture-backed business.

Additional information:

• Fixed monthly salary with an additional attractive rewards system

• Scope: Full-time employment (with a 6-month probationary period)

• 25 days of vacation annually

• A fitness subsidy of 2000 SEK

• Health insurance

• Pension

• Location: Central Gothenburg office, located at Aschebergsgatan 44

Please note: if you are not an EU citizen you must have full working rights aligned with Swedish laws.

About Carboncloud

CarbonCloud is a Software-as-a-Service, climate tech startup for the food & beverage industry. Our platform helps companies operating in the food system to map out, calculate, and reduce their emissions. CarbonCloud was founded in 2019 and backed by venture capital. We are a team of 25+ fast-moving, knowledgeable and positive people, headquartered in central Gothenburg. In our portfolio today we have customers in 16 countries and counting. Read more about us here!

General information

To ensure we get the best possible match, we will use theoretical and practical work-related tests during the recruitment process. We give great importance to personal qualities and cultural fit. More info about this will follow later on.

We apply a continuous selection to the roles we recruit for. We continuously match the CV and personality to the requirements profile we set up before starting the recruitment. So if you don’t want to miss this unique opportunity, apply today!