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Customer Success Director

Netherlands, Noord-Holland, AmsterdamClient Success

Job description

As Virtuagym keeps on growing, we are now looking for a new CS Director. Reporting directly to the COO, you will be building and executing our CS strategy, lead an amazing team of 60 ambitious team members, manage talented managers, and take our CS department to the next level.

This role of CS Director is based at our Amsterdam office and a full time (40 hours) role (part time can be discussed) position. We are a remote-friendly company, meaning you can work from your home at all times within the Netherlands. Additionally, you can work from any location you want within Europe up to 4 weeks at a time for a maximum of 12 weeks in a year.

About Virtuagym
Virtuagym is a leading and fast-growing innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place.

Virtuagym is an ambitious, passionate and multicultural team of talented people who want to create a healthier world for all. We believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. As a scale-up, we embrace our diversity, international character and our flat hierarchy that promotes great freedom, taking ownership and making a true impact. Our talented staff of 175+ employees are based out of two locations: Amsterdam, NL, and Medellin, CO.

Every day with us will be an opportunity to cultivate and evolve your personal and professional skills, as well as to make a significant impact on a global scale. Here, at Virtuagym, we are not just colleagues, we are friends, willing to help and support each other. By joining us, you become a part of a joyful and energetic team.

What this role looks like

The CS department is mainly focussed on managing our global SMB customer base (PT’s, gyms, studios), with a remote-first team in Amsterdam (NL) and Medellin (Colombia). We are ensuring our customer's success via: continuous education, effective service, promotion of self-reliance, and efficient (team) work. The team is split by region (Benelux, International markets, Northam), and each region consists of an onboarding and a customer service team. For the past two years the customer success strategy has been heavily focussed on efficiency and retention. The next opportunities are transitioning towards self-service channels (e.g. community & academy), driving net retention, and building an even more scalable organization.

In this role you’ll be managing 3 regional Heads of CS (who each manage team leads and a team of 10-20 people) and a People Enablement specialist. You’ll work very closely with key stakeholders across different departments to align on strategy and operations, like; Sales, Product, Finance, Rev Ops & HR.

In outline, you focus on:

  • (re) developing the CS strategy, translating the strategy into a roadmap and defining priorities

  • Further optimising for customer lifetime value & retention

  • Team planning & hiring

  • Coordinating & defining department OKRs

  • Setting KPIs and targets

  • Monthly reporting to the board

  • Coaching & training of CS managers

  • Strategy alignment with other departments

  • Developing a high performance team

Priority projects for the coming months:

  • Improving our self-service channels (community, academy, helpdesk)

  • Improving the CS-product feedback loop

  • Implementation of new payment system

  • Defining a scalable (1 to many) CS strategy based on customer health score

  • Expansion strategy

  • Scalable quality assurance in service team

The main KPIs you will be driving:

  • Customer lifetime value

  • Retention (churn)

  • Time to value

  • NPS

  • Csat

Job requirements

About you

  • You have 3+ years experience in a CS management role

  • You have 5+ years experience in customer-facing departments, preferably in SMB / High velocity / Scale up / International

  • You are extremely data- & result driven

  • People leader; you like to help others grow & develop

  • Excellent stakeholder, project, and communication skills

  • You like to challenge others and want to be challenged yourself (by your team and manager)

  • You always think about how things can be better and more scalable

  • You have experience with managing (junior) managers/team leads

  • Bonus: You have affinity with SaaS models

Important note: please do apply if you meet 70%+ of the criteria. At Virtuagym we hire great people, not just resumes. If you can't check off a few requirements but are a fast learner, we’d love to hear from you!

Here’s why you should come work with us
Next to being inspired daily by talented and motivated colleagues and having plenty of opportunities for personal and professional growth, these are the main Virtuagym perks:

  • Join one of the fastest-growing SaaS scale-ups within the awesome fitness tech domain!;

  • Join a diverse and international team made up of over 30 nationalities, working in an informal and fun environment;

  • We are remote-friendly: with our hybrid working policy you can work from home, the office or any other location you want - we provide your home office set-up;
    Please note: even though we are remote-friendly, we can only hire people who live in the Netherlands/are open to move to the Netherlands and hold a Dutch citizen service number (BSN);

  • We provide 25 paid holidays per year (based on a full-time contract), 8% holiday allowance and a pension plan;

  • Stay healthy with our Gym benefits: we provide a great package to choose from a wide range of gym options (ClassPass, Trainmore, Onefit etc.) including a monthly contribution towards your gym subscription, free weekly padel classes, a Friends & Family gym discount, free video-on-demand workouts and unlimited access to on-demand coaching with psychologists via chat, phone or video call through the platform OpenUp;

  • We love to learn: join our knowledge exchange sessions, Lunch & Learn sessions for personal development, the Virtuagym Circle and more.

  • You will be part of a joyful and passionate team, where we share and celebrate success together and organize awesome company events such as new years dinners, masquerade balls, ski trips and way more!

Ready to join us?

Please do not hesitate to apply by clicking the ‘Apply for this Job’ button below! We will get back to your application within 10 working days.

For any questions on the vacancy, please get in touch with the recruitment team at

The hiring process

The hiring process will consist of a screening and two interviews.

* Please note that we do not collaborate with third parties to fill this vacancy, so third parties are kindly asked not to contact us about this role.