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Head of Customer Success
Full-time
Why This Role Exists
Trustoo has scaled fast. Four countries, thousands of local service providers on the platform, and a Customer Success function that has done a serious job building real relationships and a working foundation. The opportunity now is to do more with what we've built.
We believe the next chapter of Customer Success is built on three things: AI-driven workflows that predict churn before it happens, automations that turn every customer signal into the right next action, and Customer Success Managers who focus their time on the conversations and decisions where human judgment and contact make the real difference.
We are seeking a visionary leader with deep Customer Success expertise who actively drives the AI transition. Someone who sees exactly what should be automated, what can be made smarter, and where people create value that technology cannot.
The Role
You own the Customer Success, 'Existing Customers', value stream end to end. That means full ownership of retention, expansion and customer health for our local service providers in NL, BEL, GER and ES. You lead a cross-functional team of around 25 people: Customer Success (15 to 20 CSMs across NL and GER), CRM and email marketing, a Product Manager, developers and UX. You report directly to the founders and sit on the leadership team.
What You Will Do
Redesign the function around AI and automation. You design and deliver the AI-first operating model for Customer Success: automated health scoring and risk prediction, AI-assisted next best actions for CSMs, smart triage, and automated onboarding and reactivation flows.
Lead and develop your team. You manage the CS lead, and (dotted line) the Product Manager, Engineers and Designers in the Existing Customers value stream.
Own margin, churn, reclaims, CSAT & health score. You define the KPI framework, set targets per market, report progress to the leadership team monthly.
Drive a customer-centric approach across the value stream. CS insights structurally feed product and acquisition decisions as a continuous loop.
Shape Trustoo beyond your value stream. As a member of the leadership team, you actively shape Trustoo's direction.
Success in First 6 Months
A clear assessment of the current set-up, processes and customer health.
A 12-month roadmap for the Existing Customers value stream: AI first, with measurable targets on margin, churn, reclaims and NPS.
At least three AI-driven improvements in production that demonstrably move one of the four north stars.
Strong working relationships with your team, the CS leads, the other value stream leads and the founders.
We Are Looking For
You have led a modern Customer Success, Account Management or post-sale function at scale, with team leads or managers reporting to you.
You are AI-first in how you think and operate. You have personally built or delivered AI-driven workflows or automations that replaced manual work or created new leverage.
You build and transform. You've proven you can take something from where it is to where it needs to be.
You are sharp on data. You define the KPI framework yourself, read dashboards critically.
You are fluent in Dutch and strong in English. Marketplace or SaaS experience is a strong plus.
