Head Of Customer Success

About HousingAnywhere

HousingAnywhere is Europe’s largest mid-term rental platform. With Kamernet and Studapart under its umbrella, it represents three fast-growing brands with over 30 million yearly unique visitors combined, 160,000+ properties available for rent and 100,000+ tenants securing their new homes, based on the 2022 performance. HousingAnywhere serves young professionals and students, primarily aged between 18 and 35, connecting them with accommodation providers. Through its advanced technology platform, tenants rent accommodation for 3 to 12 months outside of their country of origin. Headquartered in Rotterdam, HousingAnywhere operates in most European cities and recently expanded to key cities in the US, establishing a presence in over 125 cities. Driven by the mission to enable people to live wherever and however they choose, thanks to a flexible renting experience, the technology scale-up employs 340 professionals globally.

Our mission
Rent Easy, Live Free.

We are empowering people to live wherever and however they choose. To find comfort and peace of mind on the other side of the world or the other side of town. All while feeling confident and totally at ease, whatever their adventure might involve. We are doing it by creating a new standard of renting. Safe. Harmonious. More options. Less hassle. With the help of our trusted networks of landlords and partners.

Our Values

• Ownership
• We are Enablers
• We are Changemakers
• We are Connectors
  
  

The Team

You will work in the Sales & Supply department, which consists of 40 team members. In the Sales & Supply team, we focus on increasing inventory and sales by giving you full responsibility for your local markets. We work together to achieve strategic results for sustainable growth. We regularly hold team building events to bring our employees together.

The role
We are seeking an experienced and driven Head of Customer Success Small & Medium Enterprise to lead a team of 7 Account Managers, streamline our processes and introduce a low-touch customer success approach by leveraging automation and product marketing strategies.

Responsibilities

• Define objectives (OKRs), KPIs and targets to drive and measure performance and overall progress.
• Act as the advocate for the customer within the company, gathering and sharing customer feedback to inform product development, marketing, and sales strategies.
• Recruit, train, and coach a high-performing Customer Success team.
• Leverage our performance management and career progression frameworks to set clear expectations, provide regular performance feedback, and support professional growth and career development within your team.
• Create, develop and maintain frameworks, systems and processes as well as Customer Success materials to empower your team
• Monitor your core performance metrics such as; Supply quality score, available listings, active advertisers, supply-side conversion rates and take rate to make data-driven decisions and prioritise the most impactful initiatives.
• Create and oversee advertiser education initiatives, including training programs, webinars, and knowledge base content. 
• Develop resources and tools to empower advertisers to use our platform  effectively and independently.
• Maintain and develop mutually beneficial relationships with our most important accounts. Manage and resolve high-priority customer escalations, working to ensure a satisfactory outcome and prevent future issues.
• Identify and mitigate potential risks to Customer Success
• Plan, organise and perform business trips to our local markets, industry events, conferences and networking events
• Learn and keep yourself up-to-date with local regulations on property rentals and taxes. 

• At least 5 years of experience in a customer-facing role in customer success, account management or sales and 2 years in a leadership role (preferably within the real estate industry, marketplace or Saas).
• Proven experience in leading and developing a high-performing customer-facing team.
• Track record of successfully driving customer activation, retention and expansion with quantifiable results.
• Demonstrated experience with cross-functional collaboration, working with Sales, Marketing, Product Development and Commercial Analytics
• You are outcome-driven, focused on achieving measurable results, with a strong sense of accountability for customer success metrics and overall business performance.
• Fluent in English

What’s in it for you

• Diverse international community (46+ nationalities).
• Hybrid working policy.
• Unlimited paid holidays, minimum-based not maximum.
• 1,000 EUR personal development budget.
• Complete coverage for commuting.
• Personal equipment, including laptop and ergonomic setup.
• Relocation support & 30% ruling application assistance.
• Gym membership discount with GoVital or OneFit.
• Variable pension scheme.
• Dutch/English classes budget.
• Fun team-building and after-work drinks every Friday.

If you have further questions, please email Iris at i.fernandes@housinganywhere.com.

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