Passionate Customer Success Manager

Job Description

Are you passionate about growth and taking customer loyalty to new heights? Do you have an analytical mindset and can get comfortable with complex stuff? And would you be able to shape and implement processes for the onboarding and retention of our customers? If yes, you should certainly read on. This is an excellent opportunity for someone with minimum a few years of customer success experience, to join a fast-growing FinTech firm. You will lead customer onboarding, retention and growth goals.

Who we are

Heap is a 100% digital pension company, helping people build a sustainable economic foundation for their entire life. Our platform unites powerful technology, deep market insights, and radically new user experiences like never seen before.

Founded in January 2020, Heap has grown to become a team of 9 people with strong cross-functional competencies like product design, software development, marketing, and business development. We are well-funded and backed by Topdanmark, one of Scandinavia’s largest financial institutions, and Rainmaking, one of the most experienced venture builders around. We launched the Heap platform in November with strong customer response and high growth, which we will accelerate in the months and years to come. 

What you will do

The Heap Customer Success Manager will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the Heap platform.

As a new colleague and Customer Success Manager in Heap, you will lead the build-up of our customer network and design processes to support efficient onboarding, welcoming, and retention activities. You will work pro-actively to maintain and develop relationships with our customers – private individuals and small businesses – and represent the customers within the Heap organization across teams. You will be the go-to person for any Heap member to get the customer perspective and always be up to date on customer satisfaction, loyalty and most important areas of improvement on our Heap platform.

You will work closely with the CEO and can expect to build/manage a small team. You will also roll up your sleeves, a lot. This is not just a “manager“ role.

Your tasks and responsibilities will be to:

  • Understand customer outcomes by communicating with customers, analyse customer metrics, run NPS and gather other feedback

  • Serve as the primary contact for the onboarding and welcoming of new customers

  • Represent the voice of the customer to provide input into the product, marketing and development process

  • Track customers’ levels of engagement with Heap and provide feedback to the other teams regarding product and service improvements

  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

  • Collaborate closely with Heap team members to support improvement opportunities and product updates

  • Drive retention and growth among our customers by understanding their needs and helping them succeed

Startup / corporate
Complexity of the role

About Heap

Heap is a new innovative FinTech founded in 2020, set out to create a smart digital pension platform combining powerful technology, deep market insights, and human logic. We believe that the pension structures of yesterday fail to deliver on the human needs of tomorrow. We will lead the revolution of the pension industry and become the preferred partner for people with a flexible work life. We are building a team and company where we appreciate our diversity, acknowledge creativity and celebrate our joint accomplishments. Our collaboration is based on trust, openness, and honesty.

Are you the candidate we seek?

Then please reach out to:

Director Bjorn Andersen


DK: +45 31 547 040

Reach out so we can tell you more