Signicat AB

Head of Customer Success

Signicat is a fast growing international SaaS company, owned by, Nordic Capital, with a digital identity solutions platform centered around Identity Proofing, Authentication and eSigning. The company is one of Europe’s 1000 fastest growing companies as of 2021 (Financial Times) and is originally a Norwegian company, now with strong presence in the Nordics (Stockholm, Copenhagen, Oslo, Helsinki), but also in BeNeLux, Germany, the Baltics, Iceland and Spain. With an international client base mostly focused within the financial and banking sector the company is quickly breaking new ground with a continuous organic annual revenue growth in average of +40%. Furthermore, the Signicat has recurring revenue streams with a total revenue of 750 MSEK as well as a positive EBITDA. In Addition to this the company is also gradually expanding from business acquisitions (three so far in 2021). Over the last couple of years the main focus has been on fortifying their market leading position in the Nordics but are now looking to gradually establish the company as a leading international actor.

We are looking for a business oriented and likewise tech savvy Head of Customer Success who possesses a strong drive for achieving results through clearly stated KPI:s. In this position you will fully own the leadership and development of the fast growing Customer Success function at Signicat.  The current Customer Success organization includes Service Desk of 7 employees (with a Team Lead), Onboarding Managers and Customer Success Managers. Collectively, this means staff responsibility for a group of 17 employees in four countries (Norway, Sweden, Denmark and Finland), with the vast majority of the resources in Trondheim. Signicat is a fast-growing SaaS company and we are looking for an experienced candidate that has been part of a similar journey before and knows how to develop and build a best in class Customer Success department. This includes ultimate responsibility for Signicat’s portfolio of existing customers rapidly growing on a yearly basis.

We are looking for someone with a genuine passion for Customer Success with a proven track-record working at a senior level in fast-growing SaaS organizations. You also have a deep toolbox of SaaS best practices with experience rolling these out successfully across CS teams to drive customer value, retention, optimizing product usage, creating strong user communities and upselling on accounts. It is also important to be able to initiate and drive strategic projects to increase efficiency through automation in close cooperation with other departments within Signicat.

You love when customers are doing well, and you feel the pain when they are not. You also have a passion for getting operationally involved with the team in the field and meeting with customers, as well as bringing back those insights to the rest of the organization to drive customer centricity and product development.

You will report to the Chief Enterprise Nordics and will be part of the Nordic Leadership Team, working closely with the leaders of Business Development, Sales, and other commercial business areas.

Responsibilities.

  • Continue developing the customer success program, setting strategies and optimizing processes
  • Line management responsible for a unit of 17 CS employees in the sub departments of: Service Desk (Team Lead), Onboarding and Customer Success
  • Developing the customer success team on both a group and individual level
  • Drive strategic automation and improvement projects within the customer success function
  • Implement SaaS customer success best practices in order to sustain business growth and profitability by maximizing customer satisfaction and value
  • Optimizing workflows in order to minimize drive customer value, retention, optimizing product usage, creating strong user communities and upselling on accounts
  • Evaluate, follow up and implement relevant KPIs
  • Analyze customer data to improve customer experience, product design and product development

Experience.

  • +7 years of relevant experience preferably from fast growing SaaS companies
  • A minimum of 3 years from similar manager position with a proven track record of building strong teams
  • Strong knowledge of developing successful customer success processes and strategies
  • Experience in developing and implementing a KPI driven way of business
  • High computer literacy and ability to learn new software

Personality.

  • Excellent communication and interpersonal skills – ability to communicate clearly and effectively
  • Demonstrates strong leadership qualities
  • Social and outgoing peoples person
  • A good listener
  • Natural passion for service
  • Highly organized
  • Proactive by nature
  • Possess an aptitude for learning and using new software
  • Strong analytical skills

Kontakt

Vid ytterligare frågor, kontakta oss:

Josefin Fagerlund
Senior Search Associate
+46 730 20 93 00
Mail
Viktor Bornebusch Lundeberg
Search Associate Manager & Executive Search Consultant
+46 733 09 19 78
Mail