Head of Customer Success, CitizenLab
Community engagement platform
Job no longer available
Community engagement platform
21-100 employees
Job no longer available
21-100 employees
Company mission
To make public decision-making more inclusive, participatory, and responsive.
Role
Who you are
- Strong understanding of customer success principles and strategies, with a focus on driving customer satisfaction, retention, and growth
- You can demonstrate a strong interest in the topics of public governance & citizen engagement
- You ideally have minimum 5 years of experience in customer success or account management roles, with at least 2 years in a leadership position
- A proven track record of managing and leading remote teams is a strong plus
- Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders at all levels
- Analytical and strategic mindset with the ability to think critically, analyze customer data, identify trends, and make informed data-driven decisions to achieve organizational objectives
- You are proactive and can demonstrate a sense of initiative
- You are an exceptional communicator in English, both orally through presentations and in writing. Fluency in Dutch, French and/or German are a big plus
- Based in Europe. Ability to travel to our HQ in Brussels, Belgium as required
What the job involves
- We are seeking a highly motivated Head of Customer Success to lead and manage our international team of Customer Success Managers
- As the Head of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our customers (governments) across different countries:
- Manage the team: Lead and manage a team of Customer Success Managers located in different countries, providing guidance, support, and mentorship to help them excel in their roles and guide governments towards success
- Operational excellence: Develop and implement strategies, processes and performance indicators to drive government satisfaction, retention, and growth, aligning them with overall company and business objectives
- Stakeholder management: Serve as a customer advocate within the organization, effectively communicating customer feedback and insights to relevant teams to drive product enhancements and improvements
- Thought leadership: Stay up to date on customer success trends, best practices, and emerging technologies related to customer success, sharing knowledge and insights with the team to enhance their capabilities
Our take
Founded in 2015 with the purpose of making decision-making more equitable, Go Vocal (previously CitizenLab) offers a platform used by local governments to enable them to engage people online and make informed decisions.
What was three clients in 2016 is now numbered at around 500 with the company working with hundreds of local governments and organisations across 20 countries. Recent global events have meant that the government plays an even larger role in people’s lives, hence more citizens are willing to engage in policy-making, creating more demand for its service.
The company rebranded in 2024, stating its new name is "a call to government, residents and partners to go vocal". With its bold new brand, it plans to expand further in the US and grow its AI-backed offerings for an even more successful future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2022
$2.5m
LATE VC
Apr 2021
$4.1m
SERIES A
Total funding: $10.2m
Company HQ
Rue Neuve, Bruxelles, Bruxelles
Leadership
Aline Muylaert
(Co-Founder & Regional Director Benelux)Previously wrote a quarterly column for Trends-Tendances and held the position of Digital Marketeer for D-Sight.
Koen Gremmelprez
(Co-Founder & CTO)Previously co-founded Transformy and acted as Lead Developer for entrust-it.
Wietse Van Ransbeeck
(Co-Founder & CEO)Obtained a Master's Degree in Business Engineering from Solvay Brussels School of Economics and Management.
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