Head of Customer Success

Head of Customer Success

At Claimlane, we are hiring a Head of Customer Success to own the engine behind our next phase of growth: turning a category-defining installed base into a compounding Net Revenue Retention (NRR) machine as we move from Series A to Series B.

This role is for a “Builder-Operator” who has owned a real expansion number, not a support team. You are an outcome architect: part diagnostician who can read why an account is drifting, part systems-builder who industrializes the post-sale motion across geographies.

Company Overview

Claimlane is a fast-growing, category-defining B2B SaaS company enabling brands and retailers to streamline complex warranty, claims and return management processes. We have validated our GTM engine, achieved strong Product-Market Fit, and are now scaling aggressively across the Nordics, UK and the US.

With household brands like Matas, Coolshop, Black Diamond Equipment and Tonies already on board, we are ready to unbundle our leadership layer and bring in a dedicated Head of Customer Success.

Position Overview

Reporting directly to the CCO, you will own the post-sale craft for our global Customer Success team across Copenhagen, London, and Austin. Your mission is to scale CS in lockstep with new-logo growth, lifting NRR to 130%+ through a hybrid, digital-led motion, AI and automation for the long tail, high-touch for strategic accounts, so we keep retention and grow expansion without just scaling headcount 1:1.

This is a master practitioner role. You will scrub in, sit in on QBRs with your team, and find the value leaks that cause silent churn before others see them.

Key Responsibilities

• Own NRR & Expansion: Carry the net retention number. Own gross retention and drive CS-led upsell/cross-sell into the existing base.
• Outcome Forensics: Diagnose product adoption and churn risk early using health signals; move the team from “check-ins” to securing executive value buy-in.
• Build the Digital-Led Layer: Deploy AI/in-product automation for health scoring, adoption, and QBR prep to drive NRR efficiently across the long tail.
• Build the Rhythm: Establish an autonomous post-sale cadence (onboarding gates, health reviews, QBRs, expansion forecasting)
• Onboarding Factory: Turn activation into a documented playbook where new logos hit first-value in <30 days and CSMs ramp a portfolio in <60 days.
• The Global Bridge: Coach Nordic relationship depth in DK while maintaining commercial, expansion-first intensity in the US and UK.

Requirements

• The Journey: Min 3–5 years of CS leadership with a proven track record of owning NRR/expansion in B2B SaaS (preferably through a Series A to B transition).
• The Scale: You have preferably lived the climb from €2M to €10M ARR on the post-sale side.
• The Operator DNA: You are a Master Practitioner. You can personally run a customer QBR and diagnose a drifting account, you are not “strategy-only.”
• Digital-Led Builder: You have built tech-touch/AI-driven CS for the long tail, not just high-touch named accounts.
• Location & Presence: Based in Copenhagen, comfortable with monthly UK/US travel.
• Cultural Translator: You bridge US/UK commercial intensity and Nordic relationship depth.

Why Join Claimlane?

• Compounding Impact: Own the metric, NRR, that defines whether a SaaS company is a great one.
• Extreme Autonomy: A “clean break” mandate to build the CS org in your way
• Executive Impact: Direct partnership with the CCO on global retention and expansion strategy.
• The Upside: Competitive salary + performance-based bonus + an attractive warrants/stock program.

Location and Process

This role is based in Copenhagen. We have a strong in-office culture and value the energy of being together to build.

Our Hiring Process

• 1 hour Interview with CCO
• 1 hour “Outcome Architect” Case Interview (live account-save / expansion case)
• 1 hour Interview with CEO
• 30 min team meeting with CSMs
• References: A final check before we make things official.