Head of Customer Success

Zuuvi; København; On-site; DKK 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Leadership role on the commercial team

Direct line to the CRO

Ownership of the CS function

AI-enabled platform with retention to

Enterprise customers across Europe,LAT

Job summary

Zuuvi Aps is seeking a Head of Customer Success to lead and scale our CS function for enterprise customers from Copenhagen, with travel to Nordics, DACH, and the US. You will own onboarding, adoption, renewals, and the overall CS strategy, building processes and playbooks for rapid growth while ensuring high customer value.

You will lead a lean team, collaborate with Enterprise Account Management, Sales and Product, and shape a tiered coverage model with clear OKRs and commissions tied to

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS, with 3+ years leading a team.
• Led enterprise onboardings and driven feature adoption across multi-market customers.
• Owns retention and renewal targets for enterprise accounts.

Responsibilities

• Lead the CS team and the Customer Solutions Director to scale operations.
• Own gross revenue retention, renewals, and renewal forecasting.
• Drive onboarding, adoption, and feature usage across stakeholders.
• Develop health scoring and early-warning signals from product usage and CRM data.
• Shape CS strategy with Enterprise Account Manager and cross-functional partners.
• Build the CS motion for new markets, starting with the US.

Skills

Customer Success leadership

Enterprise onboarding

Renewals strategy

Cross-functional collaboration

Tools

HubSpot

Intercom

PostHog

Job description

Lead and scale how Zuuvi onboards, grows, and keeps its enterprise customers.

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.

• 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

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