AppTweak – Head of Customer Success, Brussels, Belgium

09/20/2022
$90,000 - $150,000 / year
Application ends: 11/30/2022
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Job Description

Job description

We are looking for a passionate and experienced Head of Customer Success to join our second-stage rocket ship!

At AppTweak, customer relations are central. Once customers subscribe to AppTweak, the biggest is yet to come. The Customer Success team’s mission is to equip and empower AppTweak’s customers with the support, tools, and guidance they need in order to exceed their ASO and growth goals while leveraging our solutions. 

With about 1,800 customers worldwide from all verticals (Games, Entertainment, Business, Food & Drink, etc.) including mobile leaders such as PayPal, Hello Fresh, Amazon Music, Zalando, TikTok, Yelp, and more, we believe that building long-term relationships with our customers is key in order to expand our industry’s knowledge, improve our product and identify new expansion opportunities. This is why the Customer Success department is at the core of our company’s growth.

As the Head of Customer Success, you will play a key role in leading our existing Customer Success team and will be responsible for its growth and expansion. You will help find, hire, onboard and support new talents to help reach the company’s growth goals.

Based in Brussels, you will report directly to our CRO (Chief Revenue Officer), based in San Francisco.

Location: Brussels, Belgium

Start date: As soon as possible

Your Responsibilities:

Lead and Grow the Customer Success team

  • Inspire, lead, coach, and motivate the current Customer Success team to develop, grow, perform and succeed in their roles.
  • Find, hire, onboard and support new talents to join the team and thrive.
  • Improve, create, build and implement new processes to maximize the team’s efficiency, communication, collaboration, and day-to-day.
  • With an agile and proactive mindset, help organize and (re)-organize roles, projects, priorities and focuses in order to adapt to the company’s rapid growth and scale.
  • Own and improve the Customer Success team’s career path and skills framework to consolidate mid-term and long-term development goals for each team member.

Increase the Company’s Revenue

  • Establish a deep understanding of AppTweak’s business operations, including App Store Optimization, and competitive landscape to demonstrate our value proposition to clients in order to upsell and cross-sell (and grow our MRR).
  • Support and equip the team with strategic guidance, execution tactics, and a positive mindset to help achieve the company’s revenue goals coming from upsells and cross-sells.
  • Collaborate closely with the ASO Experts (services) team to align on effective strategies to sell managed services to existing customers.

Foster relationships and ensure customers satisfaction with our ASO tools and services

  • Strategize and execute plans aiming at reducing churn, increasing retention, and increasing client satisfaction globally.
  • Provide best-in-class onboarding for new business/enterprise customers in order to build a positive user experience.
  • Establish trusted expert relationships with customers by conducting regular calls or follow-ups.
  • Assess customer requirements, solve problems, and anticipate future needs.
  • Promote and advocate AppTweak during mobile and ASO-related networking events and conferences all across Europe (Berlin, London, Barcelone).

Actively strategize and participate in cross-department cooperation

  • Work hand in hand with the Sales and Marketing teams to ensure a smooth customer experience from the very beginning of their journey.
  • Collaborate with the Product team to make sure that the latest customer improvement requests are transferred, and continuously help improve our products and services by sharing constructive & regular feedback.

Requirements

Must-have (experience):

  • Customer Success experience within a robust SaaS solution in the mobile marketing industry, with experience with both self-serve and enterprise customers.
  • Successful track record of long-term relationships with large companies.
  • 3+ years of experience in building and leading Customer Success or Business Development teams

Must-have (skills):

  • Fluent in English;
  • Master’s degree in Business, Communication, Marketing, Sales or any relevant field;
  • Outstanding leadership & management capabilities, including the ability to successfully motivate and challenge a team;
  • A genuine interest and excitement in striving toward ambitious goals, hiring and rallying a team around those goals, and leveraging data to help you achieve those goals;
  • Team player and over-communicator: track record of proactively sharing and asking for feedback, and looking to add to the culture and skills of a growing team;
  • Strong entrepreneurial mindset; you’re hands-on and autonomous. You find creative solutions to problems in a fast-moving environment;
  • Proactive, results-driven, and highly organized, with strong attention to detail;
  • Brilliant communication skills (written & verbal) both with customers and within an organization;
  • Strong active listening skills and ability & adaptability to interact with a broad set of clients in a tailored approach;
  • Strong interest in new technologies, data, and/or apps;

Nice-to-have:

  • Experience in successfully helping a company grow from ~$5M to ~$25M in ARR;
  • Strong interest in new technologies, data, and/or apps;
  • Experience in ASO and UA;
  • Additional languages;
  • You love food!

What’s in it for you?

We care about you

  • An exciting and fast-growing company with a people-first culture. “Diversity” and “work-life balance” are not just buzzwords at AppTweak.
  • Flexibility in your work and opportunities for continuous learning and creative thinking.
  • Supportive and collaborative environment focused on personal growth.
  • Hybrid office/work-from-home policy.
  • 20 paid holidays per year + 12 days RTT on top of the fundamentals (meal vouchers, annual “éco-chèques”, hospitalization & group insurance, end-of-the-year bonus, etc.)
  • Fresh fruits, nuts, and snacks self-serve in the office.
  • 1 volunteering day every quarter dedicated to helping a Brussels-based organization.
  • Chance to discover new food recipes, because yes, we love food!

An inspiring environment

  • Chance to connect with a variety of high-profile apps and games across different verticals.
  • A unique company culture based on 4 values: Learn, Play, Perform, Friendly.
  • A diverse team within a flat hierarchy. Altogether we speak more than 15 languages.
  • Bi-yearly company-wide team building in Europe to meet your colleagues from all over the world.
  • A combination of personal and company growth to accelerate your career and help you reach your goals.
  • Regular general team meetings and demo days to make sure everyone is aligned with AppTweak’s growth path, mission and vision.

    ✨ Our recruitment process 
  • Interview with Madeleine, Head of Talent, to get to know each other and tell you more about AppTweak (45 min).
  • Interview with Laurie, the CRO, to deep dive into your past experience and learn more about your aspirations (1 hour).
  • Assessment to evaluate your skills related to the position (role-play combined with cognitive test online).
  • Final meeting with Olivier, the CEO.