Vice President of Customer Success, Howspace
€115-145k
OTE
Offers equity
Digital facilitation platform
Open for applications
Digital facilitation platform
21-100 employees
Open for applications
€115-145k
OTE
Offers equity
21-100 employees
Company mission
To empower organizations to bring their people together to learn, collaborate, and arrive at decisions that drive progress.
Role
Who you are
- We are looking for a strategic yet hands-on leader to define and execute our Customer Success strategy
- Experience in a scaling SaaS company, ideally €10–20M ARR range
- Excellent leadership, communication, and stakeholder management skills
- Solid track record of improving retention and NRR through scalable CS practices
- Deep understanding of customer lifecycle, segmentation, and health scoring models
- Experience working with customers across multiple markets and languages, with exposure to international and global expansion
- Ability to blend strategic thinking with operational execution
- Strong analytical mindset; comfortable using data and dashboards to guide team performance, customer strategy, and continuous improvement
- Familiarity with CS tools, AI and CRMs (e.g., Intercom, HubSpot, etc.)
- Acquiring the skills above typically requires 6+ years in Customer Success, with 2+ years in a senior leadership role (e.g. VP/Director CS) in a B2B SaaS environment
- Proficiency in English, other languages are seen as a benefit
What the job involves
- In this role, you will report directly to the CEO, and play a key role in our journey to scale-up and beyond!
- You will lead and develop a Customer Success team focusing on retention, adoption, value delivery, and advocacy
- Key Account Management and commercial upsells are handled by our Sales organization
- Defining and executing the Customer Success strategy and operating model
- Owning and driving customer retention and NRR targets in close collaboration with Sales and Product
- Lead a high-performing team of Customer Success Managers focused on onboarding, engagement, and value realization
- Continuously assess and optimize team workflows, tooling, and segmentation models to ensure operating with maximum impact
- Collaborate cross-functionally with Sales, Marketing, Product, and Support to improve the end-to-end customer journey
- Oversee the delivery and evolution of professional services to accelerate customer value
- Develop and implement playbooks, efficient processes, and metrics to track customer health and mitigate churn
- Champion the voice of the customer across the company and work closely with Product on feedback loops and roadmap alignment
- Set and manage team KPIs such as GRR, NPS, time to value, and product adoption metrics
Our take
With major clients including the United Nations, Howspace is a platform for companies who want to develop more digital engagement with their employees, especially in the remote and hybrid working world. With tools that help with company learning and education into its values and mission, change management, and strategic planning, Howspace unifies what is often a collection of unconnected tools.
As a more formalised and focused version of Slack, Howspace distinguishes itself in a crowded remote work tool marketplace with the use of background AI, helping to scale and facilitate remote interactions. Its various uses also help with employee onboarding and learning sessions, bringing a sense of unity to the remote work world.
Howspace was an early proponent of remote work culture and continues to release new products such as Steps, in 2022 a decision democratisation feature. Its founding dates back to 2008 so it’s no wonder that it took nine years to reach seed funding. As technology has caught up with its aspirations, Howspace received a total sum of $16.5 million between 2017 and 2021, when the remote work boom really took off.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
May 2021
$13.6m
SERIES A
Feb 2020
$1.8m
CONVERTIBLE
Total funding: $18.8m
Company HQ
Kamppi, Helsinki
Leadership
Ilkka Makitalo
(CEO)Currently Private Investor at Treamer. Previously Chairman at Humap Ltd.
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