Global Head of Customer Success, Nosto

• Proven track record as an individual contributor within SaaS B2B CS environment
• 2+ years of team/peer leadership experience, in any relevant domain
• Desire to get your ‘hands dirty’ with customer cases and the Nosto platform
• Ability to conduct funnel analysis and make data-based recommendations
• Excellent people and communication skills
• A clear vision of enhancing the customer experience
• Experience with optimizing a CS platform (eg. Catalyst)
• Alignment with the Nosto values

Desirable

• Reporting to the Chief Commercial Officer, the Global Head of Customer Success is responsible for owning the entire customer portfolio of Nosto, supporting ambitious revenue growth targets with an entrepreneurial mindset
• Own the Customer Success effort and associated KPIs such as NRR at Nosto
• Lead a team of 30+ CS professionals in 7+ locations globally
• Identify leading indicators of churn and execute targeted interventions
• Mobilize initiatives aimed at driving new investment by customers
• Enhance nosto's customer experience through process improvements and improve the average retention rate of customers
• Assist the regional Heads of Customer Experience with hiring, onboarding, and developing talented individuals globally
• Represent customer success in Nosto’s management team, influencing company and product strategy
• Collaborate with other department leads, such as marketing and partnerships, to pursue joint goals and opportunities
• Facilitate the exchange of ideas and learning between the three regional teams, as well as between departments
• Own customer operations and marketing with support from Ops and Marketing teams