Team Lead Customer Success

FOSS develops innovative system solutions to ensure and improve food quality. Our mission is a more sustainable use of the world's agricultural resources. FOSS is a family-owned company, and we are proud of our high employee and customer satisfaction along with our open and team-spirited culture as well as great career opportunities.

Our company continues to expand, and therefore, we need you as a Team Lead for Customer Success in a recently established business division (FOSS Software Services). This division focuses entirely on new software solutions to strengthen the digitalization across the supply chain of the thousands of food companies that FOSS already work closely with. We develop and operate a SaaS that improves safety, sustainability and efficiency for hundreds of food and agricultural companies across the world

Do you have experience helping SaaS customers to succeed?

We are seeking an experienced and dedicated Team Lead and Customer Success Manager to join and lead our team. The ideal candidate will have a minimum 2 years of relevant experience in the SaaS industry and a proven track record of fostering strong customer relationships, driving onboarding, product adoption, and ensuring customer satisfaction. As a key member of our team, you will play a vital role in developing and scaling our customer success efforts globally.

Responsibilities

Your main responsibility will be two-fold, 1) as Team Lead managing our Customer Success team located in different offices worldwide, and 2) as Customer Success Manager working with your own portfolio of customers delivering high quality customer service. You will work out of our Headquarter in Hillerød, Denmark and will be working closely together with our Sales and Support team. This responsibility includes the following tasks:

  • Team Lead for our global Customer Success team located in different offices worldwide.
  • As Customer Success Manager, primary point of contact for customers in your region(s) you will onboard, support and engage with customers, focused on delivering long time value and satisfaction to the customers.
  • Collaborate with cross-functional teams, including Sales, Support, Product and Marketing to ensure seamless customer experiences.
  • Gather customer feedback and insights to inform product improvements and enhancements while identifying upsell and cross-sell opportunities to maximize customer lifetime value.
  • Track and report on key customer success metrics, such as customer satisfaction, retention rates, and expansion opportunities.
  • Together with the rest of the team play a pivotal role in developing and scaling the customer success team by sharing your expertise, and contributing to the development of best practices, and assisting in the training and onboarding of new team members.

What we need from you

  • Experience as a Customer Success Manager or from a similar customer facing role in the SaaS industry.
  • Proven track record of achieving and exceeding customer retention and expansion targets with a focus on customer satisfaction.
  • Excellent communication skills and ability to collaborate effectively with cross-functional teams.
  • Professional proficiency in German and English since you will have responsibility for customers across Europe. Extra languages like one of the Nordics will be considered a plus.

Personal skills that will help you succeed

As a Team Lead and Customer Success Manager, you will lead by example and thrive in a fast-paced environment with evolving team requirements as our customer portfolio grows. Other traits that will help you succeed in this role are a cooperative mindset ready to go the extra mile for our customers, ability to understand technical products or requirements in dialog with our customers and recognition of cultural diversity and adaptability to diverse customer backgrounds.

Even though the customer meetings will be online, you will work out of our office in Hillerød together with Support and Sales team.

Embark on our new division´s journey

We conduct interviews on an ongoing basis, so we look forward to hearing from you soon! Please note that we only consider applications received through the link below. For further information regarding the job, please feel free to contact Michael Rasmussen, Head of Operations and Support, mirn@foss.dk.

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

About FOSS Software Services

Food and feed companies are faced with an increasingly challenging circumstances in which to produce and manage their operations in a sustainable way. FOSS Software Services is a division within the FOSS Group operating as a separate entity, that helps food and feed companies across the world to become data driven organizations, improving the way they do business to the benefit of shareholders, stakeholders and consumers. The division currently has +100 people and is represented across the world with four sites in Hillerød (DK), Copenhagen (DK), San Francisco (US) and Warsaw (PL).

How to apply

Our goal is to make the recruitment process as professional and positive as possible. The recruitment process starts when you’ve submitted your application online. Vacant positions at FOSS do not always have an application deadline, so please apply today rather than tomorrow. The reason for this is that we want to ensure a fast and efficient process, which means that we review applications on an ongoing basis. Candidates who are invited for interviews will receive an invitation per email.

Sustainability is an integral part of our business

At FOSS, we have a taken a holistic approach to Sustainability. It’s not only about conducting our business in a responsible and ethical manner. It’s also about developing solutions that make a difference in the world. We help our customers tackle difficult global challenges such as efficiency in food production, consistency in quality and food safety.

We are operating in a world with significant population growth, scarce resources, food safety scandals and growing concerns about the climate. As the leading business-to-business provider of dedicated analytical technology, we play a key role in this environment.

For example, our technology is increasingly important in expanding food supply by making rational use of increasingly limited resources, while ensuring the best quality food reaches the consumer. To address this challenge there is a need for the development of solutions that analyze and make data manageable and actionable throughout the production process. Information management of analytics will be the future of the food and feed industry, enabling producers to increase yields by being more efficient. Intelligent and automated processes that run on data will define our customers’ future production - and much of the 10% of our turnover we annually invest in research and development will be dedicated to this area.

Working at FOSS

We work on a global scale to develop the people working at FOSS. We strive to enhance job satisfaction and motivation by constantly improving the competencies of our managers as well as following up on employee satisfaction.

We know our employees are our strongest asset.

Therefore, we emphasise, invest in and appraise our employees’ knowledge, skills and attitudes, and take pride in creating an environment with trust, confidence and development. We also believe that clearly defined objectives enable people to achieve their performance potential and that the support from the immediate superior is essential. Most important of all; trained, well-motivated and competent employees are a perquisite for success in the future. We manage by values, but also clear objectives, and follow up through regular meetings between the employee and the manager. In these meetings, there is also room to discuss career aspirations and other development opportunities including internal career moves.

You will have the opportunity for internal career development.

As a company, we are small enough for you to get high influence in the job, but we are also big enough for complex development and global careers. If you want to move in a new direction and continue to develop along with your professional capable colleagues, we offer the opportunity for internal career moves inside FOSS. As we are a knowledge-heavy company, this is a win-win scenario for both FOSS and our employees.

Work with creative and professionally strong colleagues.

Teamwork is essential to FOSS. By developing solutions in cross-functional teams, we integrate knowledge, experience and competences from many perspectives to achieve great results. We communicate in a straight-forward manner and solve challenges together. In FOSS, we truly value that you voice your opinion, take responsibility and ownership. Our company size in turn allows for independent, dynamic and fast decisions.

If you join FOSS, we promise you that you will enter an environment with new learnings through projects, new technologies and market opportunities. We love to be entrepreneurial and open-minded to new ideas, and if you get a good idea – you can bring it forward.

Join a company with a clear business idea and purpose, but also strong values.

In a global world with a growing population, there is an ever-increasing demand for safer food, production that is more efficient and less food waste. Globally, we need to produce as much food the next 40 years as the last 8,000 years to meet the needs of a growing population and declining natural resources. A huge challenge, which requires that we become better at utilizing the resources available.

The business vision of FOSS to contribute to a more sustainable use of increasingly valuable agricultural resources, and to the nutrition and health of the people of the world. We provide the industry’s best analytics, which add value to our customers by improving quality and optimising food and agricultural production.

Join FOSS, and you will be part of this mission, more relevant today than ever. 

Meet our employees

Meet Jan – manager of Concept Development in Research & Development

Jan’s daily work as a manager in Concept Development consists of generating new ideas in collaboration with his team and deciding which ideas should be developed. The daily challenge of finding the right solutions to address the needs of our customers is solved by a diverse and competent group of specialists working together.



Meet Mariana – Chemometrician in Research & Development

Mariana is a Spanish Chemometrician specialised in NIR. Coming from a research background her move to FOSS was motivated by a desire to work with real products and real customers. AT FOSS she is involved in the innovation of new products, developing calibrations for the EyeFoss image analysis grain analyser.

About FOSS

FOSS creates end-to-end solutions that secure and improve food quality. From raw material to finished product. Our analysis instruments refine measurements into information management that enables businesses to run intelligent data-driven productions with less waste and bigger yields. Controlling cost and quality across all sectors and value chains, we help food and agricultural producers limit the number of human errors, scale their business faster and reduce manual labour as well as labour costs. We call it analytics beyond measure.

Over the last 60 years, we have made it our business to define the standard of analytical solutions for the food and agricultural industry. We pioneered advanced analysis for the challenging production environments in the 1960’s, and we were the first to integrate chemical composition analysis in process lines. Now our resolve and ambition have also made us the international benchmark in the field of chemometrics and real time analytics.

FOSS is a 100% family-owned company and the leading supplier of innovative analytical solutions; 98 percent of FOSS’ business is generated outside Denmark. FOSS has more than 100 patents and more than 20 world-first product introductions. FOSS employs more than 1700 dedicated people worldwide and has manufacturing, research and development facilities in Denmark and China. Solutions are sold and supported through FOSS sales and service companies in 28 countries and by more than 75 distributors. Many employees have a top-level scientific or technical background, including more than 130 Master of Science and more than 20 PhDs in areas such as photonics, chemometrics, physical chemistry, analytical chemistry, fermentation and bio-engineering, astrophysics, optical communication, physics, quality, nanotechnology, food science and adaptive radiotherapy. We also employ many factory-trained and certified support engineers stationed close to our customers.