Team Lead Customer Success

FOSS develops innovative system solutions to ensure and improve food quality. Our mission is a more sustainable use of the world's agricultural resources. FOSS is a family-owned company, and we are proud of our high employee and customer satisfaction along with our open and team-spirited culture as well as great career opportunities.

Our company continues to expand, and therefore, we need you as a Team Lead for Customer Success in a recently established business division (FOSS Software Services). This division focuses entirely on new software solutions to strengthen the digitalization across the supply chain of the thousands of food companies that FOSS already work closely with. We develop and operate a SaaS that improves safety, sustainability and efficiency for hundreds of food and agricultural companies across the world

Do you have experience helping SaaS customers to succeed?
We are seeking an experienced and dedicated Team Lead and Customer Success Manager to join and lead our team. The ideal candidate will have a minimum 2 years of relevant experience in the SaaS industry and a proven track record of fostering strong customer relationships, driving onboarding, product adoption, and ensuring customer satisfaction. As a key member of our team, you will play a vital role in developing and scaling our customer success efforts globally.

Responsibilities
Your main responsibility will be two-fold, 1) as Team Lead managing our Customer Success team located in different offices worldwide, and 2) as Customer Success Manager working with your own portfolio of customers delivering high quality customer service. You will work out of our Headquarter in Hillerød, Denmark and will be working closely together with our Sales and Support team. This responsibility includes the following tasks:

• Team Lead for our global Customer Success team located in different offices worldwide.
• As Customer Success Manager, primary point of contact for customers in your region(s) you will onboard, support and engage with customers, focused on delivering long time value and satisfaction to the customers.
• Collaborate with cross-functional teams, including Sales, Support, Product and Marketing to ensure seamless customer experiences.
• Gather customer feedback and insights to inform product improvements and enhancements while identifying upsell and cross-sell opportunities to maximize customer lifetime value.
• Track and report on key customer success metrics, such as customer satisfaction, retention rates, and expansion opportunities.
• Together with the rest of the team play a pivotal role in developing and scaling the customer success team by sharing your expertise, and contributing to the development of best practices, and assisting in the training and onboarding of new team members.

What we need from you

• Experience as a Customer Success Manager or from a similar customer facing role in the SaaS industry.
• Proven track record of achieving and exceeding customer retention and expansion targets with a focus on customer satisfaction.
• Excellent communication skills and ability to collaborate effectively with cross-functional teams.
• Professional proficiency in German and English since you will have responsibility for customers across Europe. Extra languages like one of the Nordics will be considered a plus.

Personal skills that will help you succeed
As a Team Lead and Customer Success Manager, you will lead by example and thrive in a fast-paced environment with evolving team requirements as our customer portfolio grows. Other traits that will help you succeed in this role are a cooperative mindset ready to go the extra mile for our customers, ability to understand technical products or requirements in dialog with our customers and recognition of cultural diversity and adaptability to diverse customer backgrounds.

Even though the customer meetings will be online, you will work out of our office in Hillerød together with Support and Sales team.

Embark on our new division´s journey
We conduct interviews on an ongoing basis, so we look forward to hearing from you soon! Please note that we only consider applications received through the link below. For further information regarding the job, please feel free to contact Michael Rasmussen, Head of Operations and Support, .

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

About FOSS Software Services
Food and feed companies are faced with an increasingly challenging circumstances in which to produce and manage their operations in a sustainable way. FOSS Software Services is a division within the FOSS Group operating as a separate entity, that helps food and feed companies across the world to become data driven organizations, improving the way they do business to the benefit of shareholders, stakeholders and consumers. The division currently has +100 people and is represented across the world with four sites in Hillerød (DK), Copenhagen (DK), San Francisco (US) and Warsaw (PL).

FOSS
FOSS contributes to the sustainable use of our planet’s agricultural resources and thus to the nutrition and health of the people of the world. We make it our business to build analytical solutions, which add value by improving food quality and optimizing production, from raw material to finished product. FOSS helps optimize the use of food and agricultural resources by enabling customers to run intelligent data-driven productions with less waste, better quality, bigger yields, and more optimal use of raw materials.

Always at the forefront of analytical technology development, FOSS provides a range of analytical solutions from laboratory to at-line and in-line solutions, across industries from dairy to grain and meat. FOSS provides instruments and solutions to the world’s 100 largest food companies and for more than 60 years, FOSS has been innovating analytical technology. FOSS was founded by Nils Foss in Hillerød in 1956. We are a family-owned, global company and our products and services are sold all around the world. FOSS employs approximately 1,700 highly qualified people worldwide.