Head of CX

Head of CX at Rentman

Rentman is a B2B SaaS scale-up building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open, flat, and inclusive, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact.

Mission of this role

Customers who get real value out of Rentman renew, expand, and often ask us to do more for them. Right now, nobody owns that outcome end to end, and that's the gap this role closes.

As Head of CX, you'll take responsibility for everything that happens after a deal closes: how fast customers get to value, how reliably they get help when something goes wrong, and how Professional Services turns implementation into a business of its own rather than a cost center. You'll lead the three team leads running Customer Success, Support, and Professional Services, and you'll be the person translating what customers tell us into decisions the rest of the company makes.

Most of what makes CX scale here (the quality bar, the systems, the onboarding model) doesn't exist yet. You'll be building it, with a direct line to the CEO and a seat on the management team.

What you'll do

Retention & growth

• Make Net Revenue Retention your core metric: churn, expansion, and everything upstream of them.
• Give the business real visibility into customer health, and build the systems to act on it before a renewal is ever at risk.

Support

• Turn support into a team that's consistently reachable and resolves issues the same day.
• Get implementation and migration work out of the support queue, and rebuild a proper quality program around what's left.

Professional Services

• Stand up Professional Services as a business in its own right: pricing, delivery standards, and the handover from Sales.
• Turn what's historically been a cost center into a function that funds its own growth and opens the door to larger customers.

Onboarding

• Design an onboarding model where most customers activate themselves, and your team's time goes to the ones who actually need it.
• Partner with Product on the roadmap changes that make that kind of self-serve onboarding possible.

Leadership

• Lead the team leads running Customer Success, Support, and Professional Services: set the bar, clear blockers, hold the line on accountability.
• Bring the customer's perspective into the room where product and company strategy get decided.

Why this role

• A P&L and a seat on the management team from day one. That combination is rare for a CX leadership role, and it means your impact shows up directly in how the company is run, not just how the department is run.
• You get to decide how Customer Success, Support, and Professional Services work together, rather than stepping into someone else's org chart.
• Rentman is scaling, which means real investment and headcount behind this function, and the room to build the systems that will define how CX operates for years to come.
• Professional Services as a standalone business and a tech-touch onboarding engine are both still blank canvases. You get to design them from the ground up, not optimise someone else's version.
• Direct access to the CEO and a genuine voice in product and company strategy, so the customer perspective you bring actually shapes decisions.

Who are you

• A proven track record leading customer-facing teams (Support, Customer Success, Professional Services, or a combination) at scale.
• Experience navigating a company through a fast growth phase in B2B SaaS or a comparable environment, with the instincts to know what needs to change as a business matures.
• A strong people leader who has built, coached, and held managers accountable, including making the tough calls when needed.
• A data-driven approach to leadership: comfortable building structure and rigour around metrics rather than relying on gut feel.

What you’ll get

• An ambitious, inclusive, diverse international team
• Competitive salary (+8% holiday benefit), based on experience
• A “13th month” annual bonus based on company results
• 25 days of paid vacation, plus one extra day off each year up to your 5th year anniversary
• A paid 4-week sabbatical after 5 years to go on an adventure
• A shiny Windows, Linux or Mac of your choice
• An annual training budget to boost your skills
• A pension plan via BrightPensioen
• Access to OpenUp for mental well-being and personal growth
• Sports activities (Rentman football team, squash and padel) and an Urban Sports fitness subscription
• An OV Business card if you live further than 10km away from the office
• A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities
• An amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17