Head of Customer Success

We are a team of five – four Customer Success Managers and one Copywriter – aiming to spread the customer-centric approach across the whole organization. We’ve been working together for a while and managed to polish processes and implement high standards of customer care in our company. We cooperate with other teams in Piwik PRO – both technical and customer-facing teams – making sure that our customers’ feedback is heard and their needs met. Now, we’re looking for someone who will lead our team and help us share our voice and opinions in the organization. We’re looking for the Head of Customer Success.

As a team, we honor trust, transparency, and honesty. We value open feedback, creativity, and argument-based discussions. We’ve got a great flow and a unique “all for one, one for all” vibe. All of that requires a special environment. Control, micromanagement, and hierarchical relations don’t feel like supportive conditions so if it’s your management philosophy we probably won’t fit each other.

We live and breathe customer success philosophy – we share good practices during our Customer Success Cafe initiative. And we have lots of ideas in our heads waiting to be put into practice. Meet us and feel the spirit that drives us every day!

These are the challenges waiting for you:

  • Developing Customer Success Strategy and making sure that it gets implemented
  • Improving processes and tools we use as a team
  • Taking care of the process within the team, organizing events & meetings (we work in sprints)
  • Monitoring customer satisfaction and other metrics that help us understand and increase our efficiency
  • Analyzing product usage and improving product adoption
  • Setting up a communication strategy for customers
  • Empowering our cooperation with other Piwik PRO teams
  • Supporting team members, our cooperation, and our professional & self development
  • Ensuring visibility of our activities across the whole company
  • Cherishing our internal atmosphere and values we stand for
  • Keeping us informed about changes
  • Taking care of your own, tiny, customer portfolio 🙂

To face them and succeed, you’ll definitely need:

  • Lots of experience in working with different teams – such as sales, marketing, support or product teams – and stakeholders, that translates to providing the most value to the customers
  • Experience in leading the team and feeling a not-so-subtle difference between true leadership and old-style, directive management
  • Professional background in customer service or customer success
  • Customer-centric approach filling up your veins
  • Fluent command of English – C1/C2 level (we won’t compromise)
  • Great communication skills with a pinch of assertiveness
  • An idea on how to keep us happy and motivated (sometimes even the best ones need a hand! :))
  • Open mind, ready for changes and innovations
  • Empathy, emotional intelligence and a bunch of additional soft skills, that usually define an experienced manager
  • Practical approach for measuring and improving teams’ effectiveness

You should also:

  • Feel comfortable in a SaaS or startup environment
  • Appreciate quality feedback and know how to share it
  • Be able to support our professional development

What can you expect from us?

  • An opportunity to work, support and grow with a truly involved team
  • Actual impact on the product and the whole organization by bringing customer perspective to the mix
  • Flexible cooperation
  • An attractive salary (9000-12500 PLN net on a VAT invoiced B2B contract)
  • A development tools package with a resource library, English classes, regular events with lectures given by our colleagues, and knowledge-sharing (tech and business) groups
  • Private health insurance
  • A lunch card
  • MyBenefit program
  • Unforgettable parties and integration trips
  • A completely unique work atmosphere – we really like to keep things informal
Apply now

About Piwik PRO

Piwik PRO provides an analytics and tag management suite tailored to the individual needs of enterprise clients. Our Analytics Suite can be deployed on your own infrastructure, in a private cloud, at a third-party data center or on our secure servers located in US and EU. We adhere to the strictest privacy and security regulations while ensuring our clients retain full data ownership. Piwik PRO team consists of seasoned web analytics experts, developers, administrators, and project coordinators. We use our knowledge and experience to deliver an enterprise-level analytics suite built to meet the needs of businesses, governments, and data-sensitive organizations. Find out more

    Clearcode Group, with its headquarters at św. Antoniego 2/4, 50-073 Wrocław (Clearcode S.A. and Piwik PRO Sp. z o.o.), is Data Controller. We collect your data to be processed for the purposes of recruitment and future recruitment, if you give us clear and voluntary consent to do so. Data is stored for a maximum period of 36 months. You have the right to access and correct your personal data. Your consent may be withdrawn at any time by sending an email to gdpr@clearcode.cc. More information can be found on our Privacy Policy page.