Head of Customer Experience - Benelux

Your Mission:

The Head of Customer Experience Benelux will be responsible for leading and scaling the customer service operations to drive customer satisfaction, retention, and growth. This role will oversee the Onboarding, Support, Key Accounts and Strategic Account Management teams, working closely with product and sales teams to increase Net Revenue Retention (NRR), and create a cohesive commercial ecosystem. The ideal candidate will have a strong background in customer success, a strategic mindset, and a passion for leading teams to exceed targets.

About the team:

You will lead a team of 6 direct reports and additional 4 indirect reports composed of Customer Success Managers, Onboarding Specialists, Strategic Account Manager and Benelux Support team.

Your 12-month journey:

During the first 3 months: you will spend learning about systems, our three product lines - Recruitee, Javelo and KiwiHR, our processes and learning directly from your colleagues. You will also be closely connected with other Heads Of Customer Experience in France & DACH.

Within 6 months: You’re knowledgeable around all of our systems. With your help, the team will be increasing adoption in a proactive manner. You have helped the team to be a high performing - collaborative team with a customer centric mindset.

After 1 year: Together with the team, you have achieved the retention goals, by further optimizing the customer journey, partnering with various departments and keeping on top of the metrics.

What you’ll be doing:

• Drive Retention and Growth

  • Achieve higher NRR through strategic initiatives that reduce churn, increase upsell/cross-sell opportunities, and effectively manage customer migrations.

  • Collaborate with the product team to identify and address customer pain points, enhancing customer satisfaction and retention.

  • Partner with the Strategic Account Manager (SAM) team to leverage upsell and cross-sell opportunities.
    

• Team Leadership and Development

  • Lead and develop a high-performing customer service team, including the Onboarding Team, Key Account CSMs, Support Team, and SAMs.

  • Hire and onboard a Support Team Lead to manage and scale the Support Team effectively.

  • Foster a collaborative culture that encourages cooperation between the Support, CSM, and SAM teams, driving commercial success.
    

• Strategic Collaboration

  • Work closely with the VP of Sales BLX to refine the sales handover process, ensuring a seamless transition and optimal setup for upselling.

  • Build and implement a commercial customer success forecasting cadence to align customer success strategies with broader business goals.
    

• Operational Excellence

  • Establish structured cooperation between Support Agents, Onboarding Specialists, CSMs, and SAMs to create a cohesive and efficient commercial ecosystem.

  • Optimize the customer journey from onboarding through ongoing support and strategic account management.

  • Monitor and analyze customer success metrics, providing regular updates to the BLX leadership team.

What you’ll bring to the team:

• Proven experience in a senior customer service or customer success role, preferably in a SaaS or technology-driven environment.

• Strong leadership skills with a track record of building and developing high-performing teams.

• Demonstrated ability to drive customer retention and growth through strategic initiatives.

• Experience working closely with sales and product teams to enhance the customer journey and optimize retention.

• Excellent communication skills in Dutch and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

Why Tellent 💜

• Flexibility to work from home in the Netherlands and from our beautiful canal-side office in Amsterdam

• A chance to be part of and shape one of the hottest, most ambitious scale-ups in Europe

• Work in a diverse and multicultural team

• €1,500 annual training budget plus internal training

• Pension plan, travel reimbursement, and wellness perks

• 25 paid holiday days + 2 wellbeing days in 2024

• Work from anywhere for 4 weeks/year

• An inclusive and international work environment with a whole lot of fun thrown in!

• Apple MacBook and tools

• €200 Home Office budget

• Travel budget to visit Poland or France offices 

• We’ll save you the startup pitch of Friday beers and ping-pong. Visit our Instagram to check us out!
  
  

About Tellent

Tellent, a premier Talent Management Suite, enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software – all in one place.

With 300+ talented employees operating from six global locations, we've empowered over 7,000 organizations across 100+ countries with our leading HR tech solutions – Recruitee, KiwiHR, and Javelo. We have a growing network of over 300 partners, all committed to one vision: guiding all People leaders to create a better world of work.

Have we caught your attention? ⚡️

If you’d like to be part of this incredible journey, please apply directly - we're looking forward to speaking to you!

Tellent is an Equal Opportunity Employer. We celebrate diversity and welcome applications from underrepresented groups and encourage people of all backgrounds to apply. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, neurodiversity, or status as an individual with a disability.