Head of Enterprise Customer Success

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate – the world’s most powerful virtual agent platform.

Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate – from Vodafone to Finnair, Gorillas to Zalando.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, no-ego culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

With hubs in Helsinki, Berlin, New York and London, alongside our ever-growing global remote workforce, you get to choose a working environment that suits you.

And we are proudly diverse – over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company – and industry – we want to see, together.

 

Role Profile: Head of Enterprise Customer Success

Reporting to the VP Customer Success you will be a senior member of the Customer Success management team, playing a key role in the strategic direction, evolution and performance of this function.

In this role you will be responsible for the revenue retention and growth of our Enterprise customer segment, developing and leading a best-in-class team of CSM’s to maximize value for our largest and most strategic customers.

This is a great opportunity for someone who wants to create, build and drive high impact approaches for partnering with our customers across their Ultimate journey.

You’ll have a commercial mindset, be obsessed with delivering customer value, improving health, driving adoption and nurturing advocacy.
You will coach and mentor your team to ensure that they are set up for success and are developing in their roles.

You’ll think strategically, operate with excellence and strive for continuous improvement. You will be the voice of the customer and your team within the business.

What you will be doing:

As part of the Customer Success Management Team you will seek continuous improvement, be confident in challenging the status quo and be accountable for the performance of your team
You will work closely with your VPCS to define and implement approaches that deliver customer desired outcomes, improve health score, drive adoption and maximise ROI. This will take the form of playbooks, operational process creation, metrics definition and enablement plans etc
You will have a real passion for Customers, building trusted advisor relationships at senior levels in your team’s key accounts, helping to ensure retention, uncover opportunities for growth and constantly identifying opportunities to further drive value
You will lead, coach, empower and inspire your team – providing hands on coaching for your CSM’s, with a focus on setting clear expectations, setting the foundations for success and driving shared accountabilities
Acting as a point of escalation internally and externally should any challenges arise and seeing those through to successful resolution
Providing account and revenue transparency by taking control of your customer and internal data, using this to identify, forecast, and mitigate risks/secure expansion proactively
Support your CSM and Sales colleagues in the contract renewal process identifying and nurturing expansion opportunities

Who we’re looking for

We are looking for a talented CS leader who wants to have a major impact, drive change and is motivated by high performance.

Essential

Strong experience of managing a high performing Enterprise Customer Success team in a SaaS organisation
A commercial mindset, proven experience in being accountable for the revenue retention and growth of an enterprise customer portfolio, including execution of forecasting processes etc
A Culture builder with a passion for developing people
A strategic thinker who likes to challenge the status quo and build for best in class
Ability to create structure where there is ambiguity, design and roll-out effective processes and prioritise ruthlessly
Ability and desire to work cross-functionally with multiple key stakeholders to achieve shared goals
Excellent presentation and interpersonal skills, both verbal and written
Strong experience of Customer Success Tools and processes
Motivation and flexibility to work well in a rapidly changing environment
Passion for technology and for being a part of a fast-growing SaaS company
Full-working proficiency in English

Desirable

International experience managing teams distributed in multiple locations
Experience in Customer Support or CRM technology
The ability to speak another European language will be a bonus

BERLIN: THE ULTIMATE OFFER

Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:

Generous PTO policy of 28 days per year.
Truly flexible working. Office, home-based or a mix of both, you work where it works for you. (A stylish, well-lit Kreuzberg-based office).
We recognise that you bring your best and we show our appreciation with actions, not just words – our competitive salaries and generous stock options program ensures that our success is your success.
Personal Growth Allowance for you to spend on whatever it is that makes you thrive – whether it’s a coding course, learning a new language or that pottery course that keeps on popping up on your feed, we’ve got you covered.
Team Events all year long – meat-free BBQs, stand-up paddle boarding, volleyball… you name it, we’ll organize it, plus team off-sites to unite because we’re better together.
A truly diverse team awaits you. 40% of our workforce identify as female and we come from over 35 nationalities.

Diversity & Inclusivity:

Belonging is a core pillar of our People strategy here at Ultimate, and our people (UltiMATEs) are at the centre of everything we do.

With an inspiring female co-founder and 40% of our workforce identifying as female, we are committed to ensuring diversity in our business.

We stand by our diversity hiring principles and champion our 37+ nationalities of our 130 employees.