Head of Customer Success

Lead and scale how Zuuvi onboards, grows, and keeps its enterprise customers. About Zuuvi Zuuvi is the creative infrastructure layer for enterprise brands — the operating system that connects brand strategy to creative execution, without the designer bottleneck. We work with enterprise marketing teams across Telco, Finance, and Retail who need to produce content at scale, fast, without drifting their brand. Our platform puts AI to work across the whole creative workflow. At its core sits The Brain, a private AI trained on each customer’s own brand, history, and performance data, so every campaign gets sharper than the last. Helping customers enable and adopt that AI is a core part of what Customer Success does here. We’re growing internationally, and we’re looking for a Head of Customer Success to lead and scale how we onboard, grow, and keep our enterprise customers. The role You own Customer Success at Zuuvi, end to end. Your job is to make every enterprise customeronboard well, adopt deeply, renew, and become a reference. You’ll be a key player in a lean, high-ownership team, and you’ll build the people, processes, and playbooks that get it ready to scale. • Reports to: Chief Revenue Officer • Leads: the Customer Success team, including a Customer Solutions Director. You’re overall responsible for CS. • Works with: the Enterprise Account Manager, who owns expansion. You’ll partner closely onprocess optimization and commercial strategy for each client. Plus Sales and Product. • Location: Copenhagen, with travel to customers in the Nordics, DACH, and the US • Customers: multi-market enterprises in Retail, Financial Services, Telco, Insurance, and Pharma,often with 5–15 stakeholders across markets, procurement, IT, and legal What you’ll own

• Retention and renewals. Own gross revenue retention, renewals, and the renewal forecast. Partner with the Enterprise Account Manager on commercial strategy for each client, and flag growth for them to own.
• Enterprise onboarding and adoption. Run large, multi-market enterprise onboardings on our seven-phase playbook, and push the playbook further. Drive feature and AI adoption across every stakeholder, and get customers to positive ROI inside 120 days.
• Account health and churn prevention. Build health scoring and early-warning signals from product usage, CRM, and support data. Spot risk months before renewal, not weeks.
• Usage into business outcomes. Know exactly how each customer uses the platform, and what that usage means for their business: speed to market, production cost, brand consistency, performance. Turn it into clear, high-level outcomes the Enterprise Account Manager can take to senior stakeholders, so every commercial conversation is grounded in proven value.
• Team leadership. Lead the CS team and the Customer Solutions Director. Hire, coach, and get the team ready to scale. Own the tiered coverage model, OKRs, and the CS commission plan.
• Process and scale. Optimize how CS works, from sales handover to renewal, together with the Enterprise Account Manager. Build the CS motion for new markets, starting with the US.

Must-haves

• 7+ years in Customer Success or Account Management in B2B SaaS, with 3+ years leading a team
• Led large enterprise onboardings and driven feature adoption across multi-stakeholder, multi-market customers
• Direct ownership of retention and renewal targets on enterprise accounts
• Built health scoring, playbooks, or CS operations from scratch
• Commercial instinct: you shape client strategy with the Enterprise Account Manager and spot growth early
• Fluent English

Nice-to-haves

• Background in martech, adtech, or creative tech
• Experience with AI products and helping customers adopt them
• Has built CS in a fast-scaling SaaS company
• Hands-on with HubSpot, Intercom, and product analytics tools such as PostHog

Our culture We’re a scale-up going enterprise. Our customers and deals are getting bigger, but the mindset that got us here stays the same. We’re hungry for what’s new, hungry to learn, and hungry todeliver the absolute best for our customers, today and tomorrow. And we have a lot of fun doing it. What we offer

• A seat on the commercial leadership team and a direct line to the CRO
• Real ownership: you shape the CS function, not just run it
• An AI product that gets more valuable with every campaign, which gives you a retention story most SaaS companies can’t tell
• Enterprise customers across Europe, LATAM, and the US
• A passionate team and company to be part of, plus a competitive salary and commission tied to retention