Head of Customer Success

In this role, you take strategic executive responsibility for international Customer Success towards 1 million customers.

Functieomschrijving

JouwWeb is a fully bootstrapped SaaS company based in Eindhoven and has ranked in the Deloitte Fast50 for seven consecutive years. Internationally, we operate under the name Webador and serve more than 300,000 customers worldwide. We are currently experiencing strong growth in markets including the US, the UK, New Zealand, and Australia. Our ambition is clear: to grow to 1 million customers by 2030.

Customer Success is not a support function at JouwWeb. It is a strategic growth pillar, critical to retention, brand experience, and scalability. We are looking for a Head of Customer Success to lead this domain end-to-end, professionalise it, and future-proof it within an international context.

Your role

As Head of Customer Success, you are ultimately responsible for the vision, strategy, and performance of our international Customer Success organisation. You lead a team of approximately 20 FTE. The team is fully based in the Netherlands, made up of multiple nationalities, and serves customers worldwide.

You develop the multi-year strategy towards 1 million customers and translate it into a scalable operating model. You define how we leverage AI, automation, and tooling to improve quality while scaling efficiently. You own retention, NPS, and Trustpilot performance and ensure that customer insights structurally contribute to product and growth strategy.

You operate at a strategic level and are a trusted sparring partner for the executive team and other functional leaders on international expansion, customer value, and operational excellence.

This is a role for a leader who sets direction, makes bold decisions, and builds an organisation ready for international scale.

You set the course in the areas of:

• Developing and executing the multi-year international CS strategy towards 1 million customers
• Designing and scaling the international team structure
• End-to-end responsibility for retention, service quality, and customer experience
• Strategic deployment of tooling, AI, and automation within support
• Structurally translating customer insights into product improvements
• Leadership and further professionalisation of the team

What you bring

You combine strategic sharpness with strong execution capabilities. You are tech-savvy, decisive, and experienced in operating within a fast-growing international environment.

• 7 to 10+ years of experience in Customer Success or Support, for example within SaaS, e-commerce, or another high-growth industry
• Experience leading teams in a scale-up or international growth phase
• Demonstrable impact on retention, efficiency, and customer satisfaction
• Strategic experience or close collaboration with executive leadership
• Strong analytical skills, data-driven mindset, and financial acumen

What you get in return

• A competitive salary based on knowledge and experience, including a bonus scheme
• A learning and development budget equal to 5 percent of your annual salary
• A solid pension plan with no personal contribution
• A hybrid work environment with fixed team days at our office in Eindhoven
• Significant freedom and responsibility to shape an international organisation
• A professional yet informal work environment with a flat structure and minimal unnecessary meetings
• Additional perks and team outings when we achieve our company targets