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Head of Customer Success & Support

Globe icon Netherlands
Eugene Scollan
Eugene Scollan
Senior Consultant

About Meridia

Meridia is an AgTech company specialised in field data within complex smallholder-heavy
agri-commodity supply chains such as cocoa, coffee, palm oil, rubber and soy.
Meridia Verify®, its flagship SaaS product, verifies supply chain field data in real time – and validates
compliance with frameworks such as the EUDR (EU Deforestation Regulation). With Verify, companies
can reduce commercial and reputational risk, minimise supply chain disruption and accelerate
evidence-based decision-making for strategic sourcing, procurement and trade.
Meridia’s mission is to improve the veracity of datasets driving decision making in global
agri-commodity supply chains. Its purpose is to build transparent and inclusive supply chains that
afford smallholders a level playing field.

The Role

Meridia is now looking for a Head of Customer Success and Support based in our Amsterdam office at
least 2 days a week. The role is full time and reports to our Chief Experience Officer.
This exciting new position will be responsible for building, from scratch, both the Customer Success
and Support teams for our Meridia Verify® product.
In this role, you will be responsible for developing a customer success strategy and customer support
helpdesk and lead on selection and implementation of systems and tools. You will also lead and line
manage an international team of direct reports.

Responsibilities

The Head of Customer Success and Support has the following areas of work and responsibilities:
Leadership and Strategy

● Develop and execute a customer success and support strategy that enhances customer
satisfaction, retention, and expansion.
● Establish key performance indicators (KPIs) for the department that align with the company's
strategic goals.
● Build and lead the customer success and support teams, including recruitment, training, and
professional development.
Customer Relationships
● Build strong, lasting relationships with key customers, understanding their needs and ensuring
their success with Meridia Verify
● Serve as a point of escalation for key customer issues, ensuring quick and effective resolutions.
● Drive customer loyalty and retention through excellent service and proactive engagement
strategies.
Operational Management
● Oversee the daily operations of the customer success and support teams, ensuring efficient
and effective service.
● Implement and refine customer success and customer support processes and tools to
enhance team productivity and customer satisfaction.
● Analyse team performance data to make informed decisions about strategy and
improvements.
Cross-Functional Collaboration
● Work closely with Sales, Marketing, Product and other departments to ensure a cohesive end to
end customer journey.
● Collaborate with Product to capture actionable customer feedback on Meridia Verify including
the underlying drivers and customer needs
● Foster a company-wide culture of customer success, emphasising the importance of customer
outcomes and satisfaction across all departments.

Customer Advocacy

● Champion customer needs internally, ensuring that their voices are heard and considered in
product development and business decisions.
● Develop and manage customer advisory boards or similar forums to enhance customer
engagement and gather strategic insights.
Innovation and Improvement
● Continuously seek and implement new ways to enhance the customer experience and
operational efficiency.
● Stay informed about industry trends and best practices in customer success and support,
adapting strategies as necessary.

Qualifications & Experience

● 10 years workplace experience
● 7 years experience in Customer Success
● Proven track record of success in a senior customer success role at a B2B SaaS firm,
preferably in a related industry.
● Demonstrable experience leading and scaling customer-facing teams in a fast-paced software
environment.
● Deep experience hiring and training customer success teams
● Experience working on brand new products or propositions as well as mature product
Technical Proficiency
● Proficiency with customer success software, customer relationship management tools and
data analytics platforms.
● Expert in implementing customer success best practices and selecting which approach to use
at different phases of a product’s lifecycle
● Demonstrable familiarity with customer support processes and best practices
Skills
● Strong leadership, coaching and people management skills.
● Excellent communication and interpersonal skills, with an ability to engage and influence both
customers and internal stakeholders.

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