The relationship with our customers is at the core of our company. If you can live and breathe our customers’ needs, work closely with them to ensure they are thrilled by the services we offer and constantly aim to improve their experience, this is your role.
Emma Wanderer: Customer Success Lead (f/m/x)
Who we are
Emma Wanderer is a startup rethinking how we can “Work & Live Everywhere” in the future. Emma Wanderer strives to become Europe’s leading brand and service company for nature-loving people who want to work flexibly.
Our team is based in Vienna, Graz, and - as a remote work company - around the globe. Founded in 2021 and currently in the seed stage, we are now hiring Emma Wanderer’s core team. This tribe of dedicated, hands-on startup builders from all walks of life will shape Emma Wanderer’s innovative technology & offers.
Why join us?
Our mission is to combine mobility, housing and work in a compelling and sustainable way that everyone can enjoy a productive life closer to nature. As a team we believe we can change the future of work if we put our whole hearts into this mission.
If you want to work in an exciting and progress-driven environment where you can constantly learn & grow, Emma Wanderer is the place for you:
Highly independent and self-responsible working style with a lot of flexibility (naturally, we offer remote work).
We live a highly value-based, trust-driven and transparent company culture with no to low hierarchies.
We expect our team to give their best and are providing the work environment to achieve that goal.
You have the unique opportunity to shape the future of work and thereby influence the lives of all future workers in Europe.
Your role & responsibilities
The relationship with our customers is at the core of our company. If you can live and breathe our customers’ needs, work closely with them to ensure they are thrilled by the services we offer and constantly aim to improve their experience, this is your role. Your responsibilities:
Define and implement the customer success strategy which defines the journey to “value” for our customers. You include the perspective of our customers in everything we do (especially working together with product & marketing).
Translate strategy into actionable goals by aligning corporate culture, customer journeys and customer metrics (e.g. retention, consumption, satisfaction and others).
Oversee operational plans for all our different customer success projects, provide analysis from operations and ensure that we meet agreed timelines. Identify areas of enhancement.
Being the hands-on customer success coordinator between the CEO, COO, CPO, the growth team, tech team and the community team (including external stakeholders like influencers, locations scouts etc.).
Get strongly involved in leading customer success projects. Projects are e.g. building a perfect onboarding experience, building customer rapport and support processes (B2C as well as B2B), creating an internal knowledge base and help centre, creating a learning system by analysing customer data, user flows and user interactions (via feedback system) with the company and many more.
Build a customer success culture and team. You will have the resources to build, train and lead a dream team.
What you need to succeed
Read our values and make sure your mindset fits ours!
A strong track record in leading customer success projects in an international B2C environment (B2B experience is a huge plus). Experience in the housing, mobility, new work or travel industry, combined with hands-on experience in a startup/scaleup would be a plus.
Passionate for the lifestyle of our users and a belief that we are at a crossroad when it comes to the future of work. A strong willingness to lead the way through Emma Wanderer.
A good and proven understanding of tech and product/service development and tools.
Entrepreneurial spirit & hands-on attitude: We are building a new business from scratch, and as such you will have to be very hands-on to make all projects possible.
Strong analytical skills and curiosity to use data: Thanks to Emma Wanderer's digital platform, we will have all the data we need to identify customer usage and customer satisfaction. By constantly analyzing and leveraging our data, we find out what our customers need to get value from our products and services. Working with KPIs to guide the way is a must.
Great verbal/written communication and extraordinary listening skills. Able to naturally engage and develop warm customer relationships.
Fluency in English, excellent written and verbal skills. More languages are a plus.
Last but not least: willingness to deliver, learn, try & fail, challenge and be challenged.
How to apply
We would love to hear from you! Make sure to include your CV and/or LinkedIn and send through a text/voice/video file stating why you want to work with us via mail (we love to get content that surprises us). No motivation letter is required (we also dislike them!).
According to Austrian law, we are required to state the required minimum salary for this position which is expected to be EUR 35,784.00 gross annually. Of course, we are willing to overpay according to experience etc.
Start: Fall 2021
Please note that for this position we only accept applicants with a valid working permit in Austria.
Reach out via email@example.com and get in contact whenever you have any questions. We would love to hear from you!