Head of Customer Success

Churches are modernising fast, and they need a partner who gets it. At ChurchDesk, that's exactly what we are — and as Head of Customer Success, you're the person making sure our customers from congregations to large dioceses across Europe feel that every day.

We've grown fast over the past few years — as a team, in the number of churches we support, the complexity of our product and across the four markets we now operate in: Denmark, Germany, Norway, and the Netherlands. That growth is exactly why this role exists: we need someone who can help us scale customer success in a way that keeps pace with where we're headed next.

This role can be based in Berlin or Copenhagen.

About your new role

In your role as Head of Customer Success you'll drive retention, keep operations simple as we scale, and help Sales turn upgrades into recurring revenue — all while sitting close to the leadership team.

• Team leadership — Three team leads (Customer Success, Support, Professional Services) report to you. You own culture, hiring, promotions, and salary reviews across the organisation.

• Tools & systems — You own the tool stack our customer-facing teams rely on daily: HubSpot, Crisp, Usetiful, Livestorm, Aircall, and the implementation of LMS platform.

• Process & scale — You build and maintain the processes that keep Customer Success, Professional Services, and Support running smoothly as headcount and customer volume grow.

• Revenue growth — You grow Professional Services revenue and partner closely with Sales to convert upgrade opportunities while keeping churn low.

• Reporting & insight — You track and report on customer health (health score, churn, NRR, CSAT) to the leadership team, using that data to flag risk and surface expansion opportunities early.

• Cross-functional coordination — You work daily with Product, Sales, Tech, Finance, and Marketing to ensure a strong customer experience as we scale.

Skills & Requirements

• 7+ years in customer success or account management within B2B SaaS, including 3+ years leading a team.

• Proven experience managing team leads across multiple functions (Onboarding, Activation, Enablement, Support, Professional Services) — you know how to lead leaders, not just individual contributors.

• A track record of scaling a customer success organisation through growth phases.

• Strong commercial acumen: experience partnering with Sales on upgrade opportunities and reducing churn.

• A data-driven approach to leadership — comfortable owning and reporting on metrics like churn, NRR, and CSAT to senior stakeholders.

• Excellent communication skills, with fluency in English; proficiency in one of our market languages (German, Danish, Norwegian, or Dutch) is a strong plus.

• Based in Berlin or Copenhagen, or willing to relocate.

What We Offer

• The opportunity to make a real impact on a product used by some of the largest and oldest institutions in the world.

• A supportive, low-ceremony, and lean-process environment where your ideas and contributions are valued.

• Fancy a change of scenery? Come visit us in any of our four offices across Europe . We’ll cover all your travel and expenses so you can work alongside the team and soak up the local vibe.

• 30 days of vacation – because rest matters.

• A transparent and supportive feedback culture – grow together, learn from each other, and communicate openly.

• A social, collaborative culture with annual kick-offs, team trips, and friendly challenges.

• Growth opportunities to develop your skills and career in a fast-moving, international team.

About ChurchDesk

At ChurchDesk, we believe that the church plays an important role in society. Our platform is used by thousands of congregations to organise their work, improve communication with members, reach more people, and unlock new ways of fundraising.

Our customers are part of one of the largest and oldest institutions in the world: the Church. It is undergoing significant change to prepare for the future — and we are here to support that transformation. For churches across Europe, it is crucial to work more efficiently and stay connected to their members and communities.

ChurchDesk has been around for more than 15 years — evolving from a startup into an international company serving customers across Europe. And we’re just getting started!

We actively live our values in our daily work:

#challenge: We challenge ourselves — and our customers — to continuously improve. We work like a professional sports team: with ambition, discipline, and strong team spirit.

#dogoodbusiness: Doing good business is a marathon, not a sprint. It requires endurance, quality, and integrity — every single day.

#jointheride: The journey matters just as much as the destination. Be part of it, celebrate successes — and have fun! We value being together, especially in the office.