Head of Customer Success

HEAD OF CUSTOMER SUCCESS

Since 2016, Adversus has set out to become a market leader in sales engagement. We operate in a space that demands high technical quality, flexibility, and strong commercial impact, and we've grown consistently by delivering exactly that. Today, more than 75 colleagues work from our headquarters in Aarhus, supporting a fast-growing customer base across multiple European markets. Our platform combines telecommunications, automation, AI, and CRM functionality into a powerful Sales Engagement Platform that enables organisations to run more effective outbound sales. We're now entering the next phase of our growth journey and Customer Success is becoming one of our most strategic functions. We're building a world-class Customer Success organisation: one that doesn't just retain customers, but helps them realise measurable business outcomes, expand their use of the platform, and become long-term partners. This is where you come in. For the right candidate, this is a rare opportunity to shape how Customer Success operates across the entire company and to build one of the most important functions for our future growth.

THE ROLE

As Head of Customer Success, you'll lead Adversus' Customer Success organisation, reporting to our Chief Sales Officer, who is responsible for all revenue teams. This role is about building what comes next: designing and executing a scalable Customer Success strategy that strengthens retention, drives expansion, and ensures our customers continuously realise value from partnering with Adversus. Your responsibilities:

• Plan and execute Adversus' Customer Success strategy, ensuring alignment with company objectives and revenue targets.
• Own customer retention, Net Revenue Retention (NRR), expansion revenue, and customer health across the entire portfolio.
• Build scalable Customer Success processes, playbooks, and lifecycle programmes that support long-term growth.
• Establish customer health scoring, QBR frameworks, success planning, and proactive engagement models.
• Partner closely with Sales, Product, Support, Marketing and Leadership to strengthen customer adoption, product feedback loops, and commercial opportunities.
• Take ownership of our existing Customer Success team of 4, and develop it into a high-performing team with clear ownership, accountability, and measurable KPIs.

SUCCESS IN THIS ROLE

Within the first 6–12 months, you'll know you're succeeding when:

• Customer retention and Net Revenue Retention have visibly improved.
• Expansion revenue across the existing customer base is growing.
• Strong customer health frameworks and proactive engagement programmes are in place.
• You've built a high-performing team with clear ownership, structure, and measurable performance.

WHO WE'RE LOOKING FOR

• Senior Customer Success leadership experience within B2B SaaS.
• A track record of improving customer retention, expansion, and Net Revenue Retention.
• Experience building Customer Success organisations, frameworks, and scalable operating models from the ground up.
• A curiosity about AI and how it can be used to create better customer experiences is a plus.
• A strong commercial mindset, with the ability to spot and drive customer growth opportunities.
• Experience working with enterprise customers and executive stakeholders.
• Proven ability to build and lead high-performing teams while collaborating cross-functionally.
• An analytical, data-driven approach to decisions grounded in customer and commercial insight.

WHY JOIN ADVERSUS

• Competitive salary package.
• The opportunity to build the Customer Success function for the company's next growth phase.
• Significant ownership and direct influence on customer strategy and company growth.
• Collaboration with an experienced leadership team and an ambitious long-term strategy.
• A product with strong market relevance and significant growth potential across Europe.

Interviews will be planned in early August, once our hiring manager returns from vacation.