VP of Customer Success

Howspace is a Series A B2B SaaS company headquartered in Finland, on a mission to transform how organizations learn and grow. Our collaborative Learning & Development platform is used by over 500 organizations worldwide, with an ARR level approaching 10M€. We work with both public and private sector mid-market organizations, and are seeking to scale rapidly as we enter our next phase of growth.

We are looking for a strategic yet hands-on leader to define and execute our Customer Success strategy. In this role, you will report directly to the CEO, and play a key role in our journey to scale-up and beyond! You will lead and develop a Customer Success team focusing on retention, adoption, value delivery, and advocacy. Key Account Management and commercial upsells are handled by our Sales organization.

Here's what you can expect:

• A global start-up environment with high growth ambitions

• A human-centric company culture

• Remote or hybrid work environment in the Netherlands or Sweden

• Annual OTE of € 115-145k (in NL) or SEK 1,000-1,330k (in SWE) and equity

• 55+ purpose-driven Howspacians working with you to bring meaningful change to life through collaborative learning and engagement!

What to take ownership of?

• Defining and executing the Customer Success strategy and operating model

• Owning and driving customer retention and NRR targets in close collaboration with Sales and Product

• Lead a high-performing team of Customer Success Managers focused on onboarding, engagement, and value realization

• Continuously assess and optimize team workflows, tooling, and segmentation models to ensure operating with maximum impact

• Collaborate cross-functionally with Sales, Marketing, Product, and Support to improve the end-to-end customer journey

• Oversee the delivery and evolution of professional services to accelerate customer value

• Develop and implement playbooks, efficient processes, and metrics to track customer health and mitigate churn

• Champion the voice of the customer across the company and work closely with Product on feedback loops and roadmap alignment

• Set and manage team KPIs such as GRR, NPS, time to value, and product adoption metrics.

• Experience in a scaling SaaS company, ideally €10–20M ARR range

• Excellent leadership, communication, and stakeholder management skills

• Solid track record of improving retention and NRR through scalable CS practices

• Deep understanding of customer lifecycle, segmentation, and health scoring models

• Experience working with customers across multiple markets and languages, with exposure to international and global expansion

• Ability to blend strategic thinking with operational execution

• Strong analytical mindset; comfortable using data and dashboards to guide team performance, customer strategy, and continuous improvement

• Familiarity with CS tools, AI and CRMs (e.g., Intercom, HubSpot, etc.)

• Acquiring the skills above typically requires 6+ years in Customer Success, with 2+ years in a senior leadership role (e.g. VP/Director CS) in a B2B SaaS environment

• Proficiency in English, other languages are seen as a benefit
  
  

We would love to hear from you!

We encourage you to send in your application as soon as possible, as we will go through the applications on an ongoing basis. We value our diverse and inclusive workforce and encourage you to apply even if you don't meet 100% of the listed qualifications, but feel passionate and excited about the opportunity.