Role highlights
Full Time
Permanent
Lead
On-site
The Head of Customer Success role requires over 5 years of experience in Customer Success, Account Management, or related fields, with demonstrated leadership capabilities. The ideal candidate has a strong background in B2B SaaS environments, preferably within LMS, EdTech, or HR Tech sectors. Key competencies include driving product adoption, customer retention, and revenue expansion within enterprise accounts. Proven experience coaching and developing Customer Success Managers (CSMs) to act as trusted advisors aligned with customer strategic goals is essential. The role demands expertise in building and executing frameworks for proactive customer engagement, such as adoption reviews, value-driven quarterly business reviews (QBRs), and strategic check-ins. Success is measured by Net Revenue Retention (NRR) growth, increased product adoption, higher renewal rates, and reduced churn. The candidate must be data-driven, comfortable managing to specific metrics including NRR, adoption, and retention targets. Strong communication skills and the ability to collaborate cross-functionally with Sales, Product, and Marketing teams are critical to translate customer insights into actionable roadmap priorities and marketing initiatives. Leadership responsibilities include setting clear goals, metrics, and playbooks for a small CSM team, fostering a culture of customer empathy, accountability, and continuous improvement. Additional competencies include championing the customer voice internally, ensuring smooth onboarding-to-adoption transitions, and developing scalable customer resources such as best practice guides and communities. Overall, the role demands a strategic, customer-centric leader capable of driving growth and advocacy through operational excellence and team development in a purpose-driven SaaS company.
About the role
Role Summary
- Lead the Customer Success team to ensure customers use and love our platform
- Drive adoption, build long-term relationships, and unlock expansion opportunities
- Increase Net Revenue Retention (NRR) by turning customers into advocates and helping them realize value
Responsibilities
Drive Customer Growth & Advocacy
- Own the adoption, success, and expansion journey after onboarding
- Coach CSMs to act as trusted partners aligned with customers’ strategic goals
- Build frameworks for proactive engagement: adoption reviews, value-driven QBRs, and strategic check-ins
- Ensure the team identifies and closes upsell and expansion opportunities in collaboration with sales
Build a High-Performing Team
- Lead, coach, and develop a small team of CSMs
- Set clear goals, metrics, and playbooks balancing adoption, renewal, and expansion
- Cultivate a culture of customer empathy, accountability, and continuous improvement
Elevate Customer Experience
- Ensure customers progress from onboarding to long-term adoption and measurable success
- Partner with Onboarding/Implementation for smooth handoffs and continuity
- Champion customer voices internally to influence Product, Sales, and Marketing
- Build scalable resources: best practice guides, adoption journeys, customer communities
Partner Across the Company
- Collaborate with Sales for expansion planning and renewal alignment
- Work closely with Product to turn customer insights into roadmap priorities
- Support Marketing with adoption campaigns, customer stories, and education initiatives
What Success Looks Like
- NRR growth as the key driver and metric
- Increased product adoption and deeper engagement across accounts
- Rising renewal rates and reduced churn risk
- Thriving CSM team delivering value at every stage post-onboarding
- Expansion opportunities consistently identified and realized by the CSM team
Requirements
- 5+ years in Customer Success, Account Management, or related roles, with leadership experience
- Strong background in B2B SaaS, ideally LMS, EdTech, or HR Tech
- Proven ability to drive adoption, retention, and expansion in enterprise accounts
- Experience coaching CSM teams to build consultative, trusted-advisor relationships
- Data-driven and comfortable managing to NRR, adoption, and retention targets
- Excellent communicator who thrives in cross-functional collaboration
Benefits
- Purpose-driven company: making people happier by making them better
- Ambition to be the go-to operational learning platform for deskless companies
- Collaborative, empowered, and impact-focused people culture
- Unique company DNA: passion to learn, willingness to create, challenge, and change (L3C)
How to Apply
If you’re ready to join a team moving forward together, we’d be happy to hear from you.
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Make people happier by making them better! This philosophy has been the core of everything we do in Learningbank since our start in 2015. People learn all their...
- Location
- København
- Employees
- 11-50 employees
- Website
- www.learningbank.io