Director of Commercial Operations - Customer Success

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Labster is a fast-moving award-winning company that focuses on revolutionizing the way science is taught to students all over the world.

We develop fully interactive advanced lab simulations and combine these with gamification elements such as an immersive 3D universe, storytelling and a scoring system to stimulate curiosity and highlight the connection between science and the real world. 

At Labster, we are dedicated to empowering the next generation of scientists to change the world. We value impact, being bold, learning, collaboration and having fun whilst we do it.

With 20+ nationalities placed in offices in Bali, Zürich, Copenhagen, and Boston, you will find yourself in a truly international environment, where engagement, values, job satisfaction are goals of equal importance to the financial goals of the company.

The organization We have replaced the conventional management hierarchy and organized ourselves using Holacracy.

Holacracy is a method of decentralized management and organizational governance, in which authority and decision-making are distributed throughout a holarchy of self-organizing teams rather than being vested in a management hierarchy. No more top-down management. We believe in finding talented people and organizations that empower them.

We’re hiring a Director of Customer Success whose responsibility will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP of Customer Success and will be their trusted partner in defining customer success objectives, strategy, reporting, and in implementing processes that scale with Labster’s needs.

Key Responsibilities: 

Data: 

  • Reporting: Build and or compile reporting on past results, renewals and upsell forecasts, e.g. through dashboards and presentations
  • Analysis: Track leading indicators of renewals and upsell and churn, and analyze them to understand what’s going well and what’s not.’

Processes: 

  • Customer Lifecycle: Help build process and content of touch points for CSM’s and Implementation Managers along the customer journey, to drive optimal adoption and desired customer outcomes.
  • External Communications: Coordinate with 1:Many Communications lead (within CSM team) to synchronize email outreaches with CSM touch points
  • Risk Management: Detect early signals of at-risk renewals, design playbooks and or processes to engage and mitigate churn.
  • Opportunity Management: Through data and customer trends, identify customer upsell opportunities
  •  Cross-Functional Coordination: Coordinate cross-circle processes that help meet renewal and upsell targets and deliver on customers’ needs

 People: 

  • Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs and cost allocation
  • Compensation: Build and present CSM and Implementation Manager compensation plans.
  • Enablement: Provide materials and data that help CSMs work more effectively
  • Systems: Implement and manage software that facilitates CSM Ops activities.  Primarily SalesForce and Gainsight

Evaluation Criteria: 

  • Passion for designing processes that scale
  • Worked in a Scaleup CS environment before.  Understands and can build world class CS operations 
  • Enjoys “getting their hands dirty” by digging into complex operations in a scale up environment
  • Takes high degree of ownership over their work
  • Clear communicator with professional presence
  • Ability to lead through influence
  • Extensive experience in Salesforce and Gainsight

Qualifications:

  • 5-8 years' of experience in commercial operations 
  • Bachelor’s degree in business or related degree
  • Experience in a SaaS environment
  • Experience working with enterprise contracts 
  • Ability to work independently with little direction to meet established deadlines
  • Must to be able to handle multiple complex tasks
  • Strong analytical, problem solving, and critical thinking skills
  • Strong attention to detail
  • Excellent communication

Labster Vision: Empower the Next Generation of Scientists to Change the World 

For more information on our company vision to empower the next generation of scientists to change the world, please see video links below: 

BBC News: https://www.bbc.com/news/av/te... 

Techcrunch: https://techcrunch.com/2020/08... 

TED Talk: see our founder's TED talk here 

Or, know someone who would be a perfect fit? Let them know!

Labster, Copenhagen

Højbro Pl. 10
1200 København Directions View page

Workplace & Culture

With 20+ nationalities placed in offices in Bali, Zürich, Copenhagen, and Boston, you will find yourself in a truly international environment. We truly value, and protect, engagement and empowerment as we believe that the best results are created by engaged and inspired team members. 

Labster is a Holacracy company where authority and decision-making are distributed throughout self-organizing teams. Don't misunderstand though - Labster offers great and healthy leadership; just with far less top-down management.

Already working at Labster?

Let’s recruit together and find your next colleague.

email
@labster.com
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