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Head of Customer Success

Hybrid
  • Amsterdam, Noord-Holland, Netherlands
Operations

Job description

At Source, we are supporting the best greenhouse growers in the world to help them scale their operations and become more successful. We do this by building software and AI solutions that help growers to more efficiently and effectively manage their day-to-day operations. By doing this, we are accelerating the global adoption of efficient and robust food systems which will make fruits and vegetables available and affordable to more people in a sustainable way.


Our values are the foundation of our commitment to achieving our mission of empowering growers. Curiosity at our core drives us to explore new possibilities and remain flexible and open. We think and act like owners, taking responsibility and aiming for excellence in all we do. Embracing a shared adventure fosters collaboration and unity, while a growing over comfort mindset ensures we are constantly evolving and improving. Being purpose-driven anchors our actions, ensuring that every effort is aligned with our greater goals. These values are essential, guiding us in our journey and shaping our collective success.


As the Head of the Customer Success Team, you lead a team of Customer Success experts (6 Customer Success Managers and 1 Customer Success Operations Specialist) who own all customer relationships at Source. You get excited about working with growers to make their lives better and equally driven to make Source a commercial success. You are the internal voice of our customers, ensuring that the reality on the ground gets transferred to our product teams so that we can continue improving our products for them. In the end, we can only achieve our mission if we make growers successful, and the Head of Customer Success plays a pivotal role in achieving that goal.


This role reports to the COO. Internally, you work directly together with various people in the management team, as well as with peers such as the other Operations Leads, Product Managers, Sales Managers, the head of Marketing and Engineering leads. Externally, you and your team engage with all customers, including seed companies, cultivation companies, and cooperatives, to ensure their success and satisfaction. Additionally, there may be occasional interactions with external partners in the broader horticulture ecosystem, such as climate computer manufacturers, sensor providers, or software suppliers.


What we'd love you to get excited about

  1. Make customers successful
    • Help customers get the most out of our products

    • Passionately bring the customer’s voice to our product teams

  2. Drive top line growth
    • Drive commercial opportunities and prevent churn

    • Identify customer advocates to spread the word about Source

  3. Keep things simple in increasing complexity
    • Shape Success across multiple geographies and timezones

    • Successfully support new product go-lives

  4. Innovate engagement models
    • Make our existing enterprise model even more effective

    • Set up a highly scalable, low-touch model for lower value customers

  5. Develop our rockstar team
    • Lead, manage and coach our existing Customer Success Managers

    • Strategically plan the team development and attract great talent


Job requirements


You have

  • Significant experience leading a commercially focussed customer success team in a B2B (tech) industry);

  • Scaled Customer Success internationally and across different engagement models;

  • Outstanding communication skills in Dutch and English;

  • Willingness to travel (potentially as much as 1 week per month)

  • Strong analytical skills and proficiency with using data and metrics to back up what you say and what you do;

  • A proactive, customer-first mindset which enables you to identify issues before they surface to ensure a top-notch customer experience;

  • Active listening skills;

  • A driving licence valid for the Netherlands.


*At Source, we highly value diversity of backgrounds and thoughts. Research has shown that people make different internal assessments of whether they are a good fit for the job. We therefore highly encourage you to apply for this job, even if you feel you might not 'tick all the boxes!


Our offer in return for your talent and skills

To reward your contributions, we offer you:

  • A hybrid work environment - we have working days at the office on Mondays and Thursdays which we make awesome

  • Paid lunch on the office days

  • Flexible hours - always respecting your team & meetings.

  • Pension contribution of 4.5%

  • Mental well-being guidance through Open Up

  • Macbook (for the deep tech roles a 16T)

  • Curiosity and learning sessions

  • Travel allowance for office commute

  • Annual learning budget of € 1,000

  • Work from home budget of € 550

  • Monthly wifi & phone plan reimbursement of € 50

  • Unlimited holidays and we expect you at least to take 25 per year

  • Source Super Social (S3) - Our Thursday drinks (when possible at the rooftop terrace)

  • S4s - per quarter we have a big company event on Friday that includes dinner and special activities


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