A little about Twenix Who we are 'Life is not listen and repeat'. We're tired of having traditional language programs that are not useful to have a real conversation in your professional day-to-day.
We're a VC-backed B2B edtech that's helping +900 corporate clients gain confidence to speak English and improve communication daily.
Some of our metrics +200% growth YoYRevenue in 2020: 300k €
Revenue in 2023: 7,2M €
Revenue retention: +120% revenue retention
8 CSMs (7 Spain, 1 Italy)
Role Management ? Leading the global Customer Success department by establishing clear objectives, customer metrics, and other relevant metrics to understand the performance of the entire department
Working with RevOps to determine and execute the customer lifecycle (pre-onboarding, onboarding, adoption, usage, value, renewal, loyalty, churn) in order to help logo retention and revenue retention based on the type of client
Reviewing, adjusting, and overseeing all CS processes: onboarding, training, message, touchpoints, service, upsell/cross-sell, renewals, churns
Measuring, reporting and analyzing other's reports on the effectiveness of the Customer Success initiatives
Implementing a customer-first approach through the company and different stakeholders to make visible to relevance and value of customer success
Help Marketing identify and profile the different buyer's people based on the size of the company and collaborate in the marketing strategy related to the renewal of clients
Understand client needs and industry trends to identify opportunities for upselling, cross-selling, and product enhancements.
Team Management Evolving the compensation plans for the entire CS team, encouraging to achieve their business goals, and the logo and revenue retention
Cross-functional team management with other departments (product, finance, revops, new business, marketing, data) aiming to improve key internal processes regarding clients
Coaching, mentoring, guidance, and support to team members of the department, helping them develop themselves to achieve the business goals
Helping CS Team Lead to recruiting, attracting, and onboarding new CS team members to make a successful onboarding experience (less than 3 months)
Defining the CS team structure based on roles (renewals, service, customer success, account managers…)
Establishing clear performance expectations and goals for the CS team, regularly reviewing their performance, and providing feedback to drive continuous improvement
Revenue Designing and developing the CS business plan for next years based on logo retention and revenue retention
Leading, designing, and implementing revenue strategies to expand (upsell, cross-sell) and recover clients across different countries
Requirements Must have Experienced working with startups
+7 years of experience in the CS department
Advanced English level
Spanish proficiency
High organizational and data-driven skills
High knowledge of tools (Hubspot)
High team management and communication skills
Nice to have Experienced in the language learning industry
Experienced selling to HR
#J-18808-Ljbffr
