DO YOU WANT TO SHAPE HOW CUSTOMER EXPERIENCE DRIVES GROWTH IN AN INTERNATIONAL SAAS COMPANY?
Assessio is on an ambitious growth and transformation journey. Through acquisitions, expansion across Europe and a growing product
portfolio, we have evolved into an international HR Tech company with a strong position in the market.
Building on a strong foundations, we are now looking for a Director Customer Experience to lead the continued development of our
international Customer Experience organisation and build a more scalable, harmonised and commercially driven way of working across
Assessio.
About role
As Director Customer Experience, you will lead the continued development of Assessio's international Customer Experience
organisation, covering the full post-sales customer lifecycle, from onboarding and implementation to Customer Success, Customer
Support, renewals and customer growth.
You will lead an international organisation primarily through leaders. Your direct leadership team includes our Heads of Customer
Success across our European markets, as well as our Head of Global Support, responsible for our global Customer Support
organisation.
A key part of your role will therefore be to bring these leaders together around a shared direction. You will support them in
developing their leadership, creating alignment across markets and building an increasingly connected Customer Experience
organisation.
As part of the CRO Leadership Team, your mandate is both commercial and transformational. You will develop Customer Experience
into an increasingly scalable and data-driven organisation, while strengthening its contribution to Assessio's growth through
higher retention, broader solution adoption and expansion within our existing customer base.
As Assessio brings its pre-hire and post-hire solutions together in an integrated product portfolio, Customer Experience will play
an increasingly important role in helping customers realise the value of our full offering.
You will work closely with Sales, Product, Marketing and Finance to create alignment around the customer journey and our shared
commercial priorities.
Our preferred location for the role is Copenhagen, followed by Amsterdam or Paris.
What you will focus on
- Customer growth and retention – Strengthen how we systematically drive retention, expansion, cross-sell and long-term customer
value.
Scalability and harmonisation – Establish common processes, governance and ways of working across markets.
Leadership development – Develop our leaders and create clarity, accountability and ownership across the organisation.
Data and performance – Establish meaningful KPIs and use customer, operational and commercial insights to drive performance.
- Transformation and operational excellence – Increase standardisation, automation and continuous improvement across the customer
journey.
Cross-functional alignment – Strengthen collaboration across Customer Experience, Sales, Product, Marketing and Finance.
The experience we are looking for
You are an experienced B2B SaaS commercial leader who sees Customer Experience as a commercial growth function, with a clear focus
on customer value, retention and expansion.
You likely bring:
Experience leading through managers and developing high-performing teams in an international environment.
A strong track record of driving retention, expansion and cross-sell within an existing customer base.
Experience leading Customer Experience, Customer Success or Customer Operations with clear commercial responsibility.
- Experience scaling and transforming organisations, including building common processes and operating models across markets or
business units.
A strong data-driven and performance-oriented approach, using KPIs and commercial insights to drive decisions and results.
Experience working cross-functionally with Sales, Product, Marketing and Finance to create customer and business value.
It's considered an advantage if you come with experience from HR Tech, international scale-up environments, multi-product SaaS, or
organisations that have grown through acquisitions and integration.
How you lead
For us, this role is as much about how you lead as what you have done before. We believe you create direction and clarity, while
giving people the confidence and ownership to make decisions themselves. You enjoy coaching leaders and helping them grow rather
than becoming the person who solves every operational problem.
You are comfortable navigating change and complexity, communicating a compelling direction and bringing people with you. You
combine strategic perspective with a genuine interest in understanding the processes, systems and customer workflows behind the
results.
At the same time, you have the commercial drive to challenge how things are done today and continuously ask: How can we create
more value for our customers – and turn that value into sustainable growth?
Why Assessio?
At Assessio, we believe that everyone has potential that deserves to be seen. That's why we work every day to make recruitment and
development more accurate, fair and human.
Our vision, #ZeroTalentWaste, is about making sure the right person ends up in the right place, with the right conditions to
continue developing.
We have worked with occupational psychology since 1954, but today's Assessio is an international HR Tech and SaaS company
operating across several European markets.
For the right person, this role offers something particularly exciting: the opportunity to define what the next generation of
Customer Experience at Assessio should look like.
Interested?
We would love to hear from you!
If you have any questions about the role or the recruitment process, please reach out to Julia Åkerlund, Talent Acquisition
Partner, at julia.akerlund@assessio.se.