Head of Customer Success

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We are in search of a Head of Customer Success to join our innovative team as our new #bloqstar. In this role, you'll play a crucial role in defining and executing the customer success strategy, ensuring that our customers achieve the maximum value from our smart locker solutions, and driving long-term customer satisfaction and loyalty.

What will be your responsibilities

• Develop and implement a comprehensive customer success strategy that aligns with Bloq.it's growth objectives;
• Lead, mentor, and manage the Customer Success team, fostering a culture of excellence, innovation, and continuous improvement;
• Build and maintain strong relationships with key clients, ensuring high levels of customer satisfaction and long-term retention;
• Oversee the onboarding process for new clients, ensuring smooth implementation and adoption of our products;
• Utilize data-driven insights to monitor customer health, anticipate needs, and proactively address challenges;
• Identify and drive opportunities for upsell, cross-sell, and expansion, collaborating with the sales team to maximize revenue growth;
• Act as the voice of the customer within Bloq.it, advocating for customer needs and collaborating with product, engineering, and marketing teams to enhance our solutions;
• Conduct executive-level business reviews, providing strategic guidance to clients to optimize their use of our solutions.

What are the requirements to join us in this position

• 5+ years of experience in a tech industry customer-facing role, including leadership of a customer related team;
• Proficiency in project management methodologies and tools, with an established expertise to manage complex projects effectively;
• Background in coordinating with software/hardware engineering teams directly;
• Proven track record of developing and executing successful customer success strategies that drive growth and retention;
• Strong leadership skills, with experience in building and managing high-performing teams;
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams;
• Technical knowledge sufficient to understand and advocate for our smart locker solutions;
• Fluency in English, both verbal and written.

Extra valued skills

• Knowledge of the last-mile delivery industry or logistics;
• Fluency in German, French or another European language. 

What will you get if you join us in this position

• The opportunity to join our team and play a pivotal role in shaping the future of customer success at Bloq.it, driving customer loyalty and growth in the smart locker industry and contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry
• A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning
• Competitive salary and benefits package, tailored to your experience and skills, including performance-based bonus and Portuguese health insurance
• Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life
• Regular meetings in-person at our HQ Office in Lisbon, PT, giving you the chance to connect with the team and immerse yourself in our company culture
• Make a tangible impact by contributing to the continued growth and success of Bloq.it , actively supporting our mission to provide affordable and sustainable solutions

If you're a passionate Head of Customer Success ready to shape the future of smart locker solutions, Bloq.it is the place for you.

Join our team of #bloqstars and help us redefine the last-mile delivery experience!