Customer Success Lead

SkinVision is on a mission to save 250k lives in the next decade by revolutionizing the way we care about your skin. Our ML/AI technology empowers people to manage their skin health, enabling an efficient connection between users and the health system through a sophisticated yet easy to use mobile application available for download on any smartphone. With over a million users and more than 30k new users joining us every month, we are constantly looking to grow our team with professionals who are driven by purpose and are challengers by nature.

We are looking for a Customer Success Lead. The candidate will play a critical role in ensuring customer satisfaction, retention and success of the wider team .The position involves overseeing all aspects of the customer success department including day-to-day team management, strategy development and effective collaboration with other departments such as product, commercial and marketing.

The ideal candidate will have a good understanding of digital products and healthcare and a proven track record of managing a team and driving Customer Success initiatives.

What will you do?

• Customer engagement, onboarding and retention

  • Oversee and optimize seamless onboarding processes to ensure the success of new and existing partnerships

  • Build strong relationships with key B2B customers and stakeholders

  • Oversee the customer engagement and communication to B2B and B2C customers

  • Develop and assist the team to execute on retention strategies to reduce churn and increase CLV

  • Continuous communication to users to onboard and retain them

• Strategy 

  • Develop and execute a customer success strategy that aligns with SkinVision’s overall goals and objectives

  • Identify key performance indicators (KPIs) and metrics to measure the performance of Customer Success initiatives

• Reporting and analysis

  • Produce regular reports on Customer Success initiatives and key metrics (NPS, Reviews, churn) and provide valuable insights to Senior management

  • Use data to drive continuous improvement in Customer Success processes and strategy

• Product knowledge

  • Maintain a deep understanding of SkinVision’s service/product

  • Ensure the Customer Success team is up to date on product changes and the impact that they will have on both B2B and B2C customers
    

• Team management

  • Recruit, train and lead a high-performing customer success team

  • Set clear goals and objectives for team members

  • Provide ongoing feedback and development opportunities for team members

  • Manage priorities, workload and resourcing for the team

What will you need?

• 5+ years of Customer Success or SaaS account management, with a minimum of 3 years in a management capacity.

• Proficiency in English, Dutch is a plus.

• Previous success in building and expanding a customer success function is a significant advantage.

• Experience in tech startups or SaaS-based companies.

• Proficient technical understanding to effectively communicate with customers and address technical concerns.

• Excellent communication and interpersonal skills to to collaborate cross-functionally

• Data-driven approach to process improvement, with a history of meeting and exceeding targets.

• Proven track record of meeting and exceeding targets in a customer success role.

• Demonstrated experience in building and leading high-performing teams.

• Customer centered approach

• Comfortable working in a fast-paced environment and switching between a strategic and hands on approach