Chief Customer Success Officer

About UsAt Boyum IT Solutions, we’re building the future of supply chain optimization with intelligent, user-friendly software—trusted by 12,000+ customers in over 130 countries. With more than 220 employees from 50+ nationalities, we’re proud to be a global team where innovation, diversity, and collaboration come together. We’re in an exciting phase of continuous growth and transformation. Over the past two decades, we’ve strategically acquired and integrated several companies - to strengthen our offerings and expand into new markets. Boyum IT operates in a partner-driven sales model, where we sell through strategic partners to expand our reach and impact.

As we continue to grow, we are creating a new Customer Success unit to ensure that our customers receive the highest level of support and value post-purchase. The Customer Success unit will work closely with the Partner Success unit, which will remain focused on maintaining and growing relationships with our partners. We are seeking a Chief Customer Success Officer (CCSO), based in Denmark, to lead this new unit and ensure the seamless success of our customers, enhancing retention, satisfaction, and long-term loyalty.

About the RoleAs the Chief Customer Success Officer (CCSO), you will be responsible for leading the new Customer Success unit, which includes customer support, after-sales, and ongoing customer engagement functions. You will report directly to the CEO and collaborate closely with the Partner Success Unit to ensure that our customers and partners receive the highest level of service and value. You will lead the creation of customer-centric strategies, oversee the success of our customers post-purchase, and help the company scale its customer success efforts to drive satisfaction, retention, and revenue growth. Your Key Responsibilities: Strategic Leadership:

Develop and execute a comprehensive customer success strategy that aligns with the company's mission and growth objectives. Lead the Customer Success Unit to deliver measurable results that enhance customer satisfaction and retention. Customer Success Oversight: Oversee the customer journey from onboarding to after-sales, ensuring that customers experience continuous value throughout their lifecycle. This includes working closely with the support and after-sales teams to resolve issues and optimize product usage. Collaboration with Partner Success Unit: Ensure alignment between the Customer Success and Partner Success teams.

While the Partner Success team handles partner relationships, your role will ensure that customers, post-sale, are fully supported and that feedback is shared between both teams for continuous improvement. Customer Advocacy: Champion the voice of the customer across the organization, ensuring that customer feedback is integrated into product development, service offerings, and internal processes. Executive Reporting: Provide regular updates to the CEO and executive team on customer success performance, key metrics (CSAT, NPS, retention, etc. ), and strategic initiatives. Ensure that customer insights inform company-wide decisions. Customer Retention & Growth:

Lead efforts to reduce churn, improve customer satisfaction, and drive customer loyalty through proactive engagement and strategic interventions. Building High-Performing Teams: Build, mentor, and manage a high-performing customer success team, ensuring alignment with overall business goals and the delivery of outstanding customer outcomes. Process Optimization: Continuously assess and improve customer success processes, tools, and technologies to drive efficiency and effectiveness across the entire customer lifecycle. Revenue Growth: Identify opportunities for upselling, cross-selling, and renewing contracts with existing customers. Collaborate with the Sales and Partner Success teams to drive revenue and long-term customer value. Customer Insights & Analytics:

Establish key performance indicators (KPIs) for customer success and use data analytics to track performance, uncover trends, and drive strategic decisions that improve customer outcomesYour Qualifications and Experience: Proven track record of at least 5+ years in customer success, with significant leadership experience in a C-level or senior management role, preferably within SaaS or technology-driven company. Strong understanding of customer success and after-sales functions, with experience managing cross-functional teams (e. g. , customer support, account management, and product teams). Demonstrated ability to build and scale customer success operations, aligning customer needs with company objectives.

Excellent communication and interpersonal skills, with the ability to engage effectively with executives, customers, and internal teams. Experience in managing and interpreting customer success metrics, including CSAT, NPS, churn, and retention. Strategic thinker with the ability to execute on a vision and lead complex, multi-faceted initiatives across departments. Ability to foster a customer-first culture within the organization and influence key stakeholders at all levels. Experience working in a high-growth, fast-paced environment with a focus on scalability and operational efficiency. Proven ability to drive revenue growth through customer retention, upselling, and account expansion. Hiring Process:

We’ll be taking some well-deserved rest time from late July through early/mid August. During this period, things might move a little slower, so there could be a slight delay in feedback. Why Boyum IT Solutions?You will integrate an international and proudly diverse team with people originally from over 45 different countries to whom equal opportunities are given without regard to ethnicity, religion, gender, gender identity, sexual orientation, age, disability, or marital status. You will have a career development path that matches your personal goals and promotes a sense of belonging.

You will join a certified Healthy Place to Work in which the physical and mental health of the employees matter and are frequently promoted through internal initiatives. You will have very knowledgeable, innovative, and helpful hands-on colleagues with a shared vision. Your ideas are welcome, and we are committed to valuing everyone’s constructive feedback in all areas, allowing you to impact the business and the work environment in a meaningful way. You can benefit from flexible work arrangements.

You will be part of a company that truly lives by its values linked to the “Energy for Life” motto (helping you feel energized to be with family, be social, stay fit and achieve excellence)Join our team where we prioritize work-life balance, respecting your time both during and away from work. Join a company committed to making a positive ESG impact through every aspect of our business. Your work-life balance will be encouraged and respected. We live by our "Energy for Life" motto, ensuring you have the energy to excel at work and enjoy your personal life.

Does this sound exciting? If yes, then please apply soon. We review applications continuously and can’t wait to hear from you!