Head of Customer Success

About the Role

At ChurchDesk, a rapidly expanding platform serving churches across Europe, the Head of Customer Success will ensure our diverse customer base—from small congregations to large dioceses—receives exemplary support. As the company grows in complexity and market reach (Denmark, Germany, Norway, Netherlands), this leadership role will help scale our customer success capabilities to meet future demands.

This position is based in one of our offices in Berlin, Copenhagen, Oslo, or Groningen.

Key Responsibilities

• Leading and developing a team with three managers overseeing Customer Success, Support, and Professional Services; responsible for shaping organizational culture, recruitment, promotions, and compensation reviews.
• Managing and optimizing the suite of tools used daily by customer-facing teams, including HubSpot, Crisp, Usetiful, Livestorm, Aircall, and the LMS platform.
• Designing and maintaining efficient processes that enable Customer Success, Professional Services, and Support to operate smoothly amidst growth in staff and customers.
• Driving revenue by expanding Professional Services income and collaborating closely with Sales to turn upgrade prospects into sustainable recurring revenue streams, while minimizing churn.
• Monitoring key customer metrics such as health scores, churn rates, net revenue retention, and customer satisfaction; reporting insights to leadership to identify risks and opportunities promptly.
• Coordinating cross-functional efforts daily with Product, Sales, Technology, Finance, and Marketing teams to uphold an excellent customer experience during scaling.

Qualifications and Experience

• Minimum of seven years’ experience in customer success or account management within B2B SaaS environments, including over three years in a leadership role.
• Proven ability to manage team leads across multiple functions such as Onboarding, Activation, Enablement, Support, and Professional Services, with strong leadership of leaders, not only individual contributors.
• A successful history of growing customer success organizations through various stages of company expansion.
• Strong commercial understanding, demonstrated in partnership with Sales teams focused on upgrades and churn reduction.
• Data-driven management skills with comfort in owning and communicating key performance indicators (churn, NRR, CSAT) to senior stakeholders.
• Excellent communication proficiency in English; additional fluency in German, Danish, Norwegian, or Dutch is highly advantageous.
• Residency in or willingness to relocate to one of the office locations: Berlin, Copenhagen, Oslo, or Groningen.

What We Offer

• A meaningful leadership role impacting a product used by some of the oldest and most significant institutions worldwide.
• An open, lean, and supportive work environment valuing your input and initiatives.
• Opportunities for visiting any of the four European offices with all travel and expenses paid.
• Thirty days of annual paid vacation to ensure ample rest.
• A culture that emphasizes transparent feedback, personal growth, and open communication.
• Social engagement through annual kickoff events, team trips, and friendly competitions.
• Prospects for career development within a fast-paced, international team.

About ChurchDesk

ChurchDesk is dedicated to supporting churches as they modernize and improve their operations and community engagement. With a platform used by thousands of congregations throughout Europe, we help streamline activities, communications, outreach, and fundraising for one of the largest and oldest global institutions undergoing transformation.

Founded over 15 years ago, ChurchDesk has evolved from a startup to an international company serving multiple European countries and remains driven by key values:

• #challenge: Striving continuously for improvement with ambition, discipline, and teamwork.
• #dogoodbusiness: Committing to integrity and endurance for sustainable success.
• #jointheride: Embracing the journey, celebrating achievements, fostering community, especially within the office environment.