Shoptet is one of the fastest-growing technology companies in the region. We help companies and individuals easily start and grow their businesses online. We offer endless possibilities for e-shops – from renting, through payment services, to connecting with industry professionals.
As the Head of Customer Success, you are going to lead a team of 6 Customer Success Managers. Develop a dynamic customer success strategy that blends personalized sales with smart automation to cater to our diverse customer base. Enhance customer interactions to ensure clients achieve their goals, leading to higher retention and company revenue growth. You will closely cooperate with our Marketing and Sales and of course our Chief Customer Officer Zlata Vavrušková. You can find more about the work itself on our BLOG.
What will you do?
- Craft and execute a dynamic customer success strategy, including both high and low-touch tactics to address the diverse needs of our client base leading to high engagement.
- Use data to drive success by analyzing them. You'll identify opportunities for automated processes that can enhance efficiency, optimize the use of resources, and reduce churn.
- Transition KPIs to include both traditional metrics like MRR growth and retention rates, and outcome-based metrics reflecting true customer success.
- Expand our focus besides upselling to customer satisfaction monitoring and optimizing the customer journey.
- Come up with new or adjust current team’s structure in order to support our new direction.
- Lead and manage your team of skilled Customer Success Managers.
What do we expect from you?
- Proven track record in Customer Success or Account Management. This is a role for experienced professionals.
- Ideally, also experience from other SaaS companies.
- You have already managed a team.
- Analytical skills, with a passion for data.
- Native knowledge of Czech/Slovak and great English.
- Ability to lead change and manage all key stakeholders.
What do we offer in return?
- 5 weeks of vacation, 4 extra free days for anything, and 100 % of salary even while on sick leave or taking care of relatives.
- Multisport card, meal allowance, referral bonus.
- Discounted Shoptet plan for your own e-shop.
- Budget for your education, English courses, or internal learning system called "Masterclass" and “Manager’s Academy”.
- The latest laptop and great external display + discounted mobile plan for you and your close ones.
- We deeply care about the mental health of our employees so we offer options for 6 therapy sessions per year.
- Our office in Karlín is bike-friendly and a supply of Nordbeans coffee, fruit, and healthy snacks there never runs out.
- Great community events - team dinners, B-days, Company beers, Movie nights, Teambuildings.
What to know about us?
14 years ago, our founder wanted to fulfill a pretty simple dream - to start an e-shop. But he found that there was no simple solution on the market. And so Shoptet was born with a mission to help people do business online. We grew slowly and our biggest boom came in 2020 when many merchants were forced to move online due to the pandemic. We now have 250+ employees across three countries, countless success stories and most importantly over 38,000 clients whose entrepreneurial spirit keeps us going.
You can read about what it's like here from our current and former colleagues on Atmoskop.
