Vice President of Customer Success

Job description

Who we are and what we do

Whatagraph is the go to B2B SaaS platform for brands and agencies to simplify their marketing data monitoring and reporting. We do that by ingesting all the marketing performance data on the web and providing a birds-eye view of marketing performance in a visual dashboard.

Our platform is a unique pain-killer with a clear vision - To Empower Everyone to Make Data-Driven Decisions. Fast.

Last year saw us experience some of the fastest growth in the Baltics startup ecosystem, securing $7.2 m in investments. This year our main focus is consolidating our internal processes and focusing on bringing our product to the next level, in order to maximize the strength of our position within the market.

What we're looking for

You will lead our Customer Success and Customer Support teams, responsible for driving customer success, satisfaction, and growth. You will play a strategic role in driving customers' goals, product utilization and revenue expansion.

What you will do

  • Lead, expand, and mentor a high-performing Customer Success department. 

  • Drive customer lifetime value by defining the customer's journey, optimizing the lifecycle and health score, identifying listening points, and standardizing actions at each journey point. 

  • Harness product data, analytics, and customer insights to drive strategic decisions.

  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.

  • Design and execute a structured onboarding process to ensure rapid customer value realization.

  • Develop and execute strategies to drive product adoption and usage.

  • Develop and implement retention strategies to minimize churn.

  • Develop strategies to increase sales by identifying opportunities to upsell and cross-sell to existing customers.

  • Foster strong customer relationships to create brand advocates.

What you will get

  • Gross salary:  from 8000 EUR/month. Keep in mind that we are open to discussing a different salary based on your skills and experience.

  • A product that grows: We are big believers in creating what matters. Our platform keeps evolving to enable marketing professionals to understand their performance data and with regular exciting new feature additions you will be at the forefront of creating happiness in communicating new value to our growing customer-base, learning everyday.

  • A role where you will grow: You’re in charge of your own growth here, and will have full freedom to focus where you prefer. Your manager will also support you via regular performance reviews, and help you set actionable growth goals.

  • Share in the company's success: Opportunity to participate in our Employee Stock Ownership Program.

  • Emotional and physical well-being: Quality medical care when you need it with our private health insurance. Options for therapy and paid wellness days to keep your well-being in check.

  • An international environment: You’ll work within a global team spread all over Europe and Africa, be it Dublin, Nairobi, Vilnius, or Warsaw.

  • A flexible work environment: You’ll enjoy flexible working hours, hybrid work policies, offices in Vilnius and Klaipeda, and a work from anywhere policy. When you choose to work onsite, coffee, snacks, and new office space (in case you’ll work from Vilnius) and a sea-spirit (in case you choose to work from Klaipėda) will await you. After passing probation, you’re entitled to 91 consecutive days of working from anywhere, even space. As long as the wifi there’s good.

  • A top tier tech stack: You’ll have full access to the software necessary to enable your success.

Job requirements

  • 5+ years of experience in Customer Success roles, with a focus on SaaS B2B.

  • Proven expertise in customer onboarding, adoption, retention, and expansion.

  • Proficiency in data analysis to derive actionable insights.

  • Exceptional communication, leadership, and interpersonal skills.

  • A strong customer advocate with the ability and willingness to engage directly with customers.

  • Effective and productive collaborator to drive cross-functional initiatives.

  • Hands-on experience using SalesForce CRM and Customer Success software tools like Intercom.