VP of Customer Success

VP of Customer Success

Flowcase is in the middle of a transition into the AI era, and that raises a real question: what does Customer Success actually mean now? The reputation for outstanding support and genuinely strong customer relationships is a competitive advantage Flowcase has no intention of trading away for automation. But financial climates are fluctuating, seat-based price models are being challenged, and retention is more important than ever. Flowcase needs a VP of Customer Success who can protect what makes its CS team special, while building a new way to retain and grow accounts in this evolving market.

This is a hands-on, player-coach role, not a job for building slide decks and managing from a distance. You will personally sit in renewal and expansion conversations, work the most strategic accounts alongside the team, and lead from the front, while raising the bar, coaching, and building the systems that let the team scale beyond any one person.

What you'll own

Grow revenue and manage churn

· Own net revenue retention (NRR) and gross churn end to end.

· Build a repeatable expansion and upsell platform: design and personally prove out the motion for upselling Flowcase's new add-ons, then scale it across the team.

· Carry a portfolio of the most strategic accounts yourself and run the complex renewal negotiations.

Lead and build the team

· Win over an experienced team with real strengths and relationships. Build on that foundation with clear standards, coaching, and a stronger sense of urgency.

· Set up tools that catch risk early: usage-based health scores, churn signals and renewal forecasting that let the team intervene early instead of firefighting at renewal.

· Right-size the CS model for where Flowcase is today: give key accounts hands-on attention, and use more scaled or automated support for the rest. Use good judgement about where AI genuinely helps.

Speak the customer's language and partner across the business

· Credibly engage technical buyers. Flowcase's customers are engineers and consultants, so you'll need to understand their workflows, integration needs and how they measure ROI.

· Partner tightly with Sales on handoffs and renewals, feed customer insight into Product, and align with Marketing on account strategy.

· Report to leadership and the board on NRR, GRR, churn, expansion pipeline and adoption, and translate the numbers into business impact.

Who you'll work with

You report to the CEO and will join the leadership team. You'll lead a five-person Customer Success team based across Oslo, London, Copenhagen and Toronto, covering accounts in Europe and North America.

What we're looking for

· Proven leadership experience in B2B SaaS, ideally near Flowcase's scale (USD 7 million ARR)

· Comfort operating across North America and Europe: distributed teams, time zones, regional buying behaviour, and regulatory realities like GDPR.

· Credibility with technical buyers. You don't need to write code, but you need to earn their respect.

· A leadership style that is empathetic enough to bring people with you, and direct enough to hold them to account.

The challenge ahead

This is not a steady-state role running a machine that already works. Seat-based growth has slowed, budgets are tighter, and retention is under pressure, so you'll be rebuilding the CS playbook while still running it day to day. If you're looking for a finished rulebook to step into, this isn't it. But for someone who wants to prove that great customer relationships and hard commercial results reinforce each other, few roles offer more room to build.

Why this role

You'll have direct ownership of a number that matters to the whole company, real proximity to the CEO and board, and the mandate to reshape how Customer Success works at Flowcase for the AI era. For the right operator, this is the chance to build the team and the playbook that makes that true.

Practical

This is a full-time position based in Oslo, covering customers and team members in Europe and North America. Expect regular travel to key accounts and to team members outside Norway.

Is this you?

We look forward to hearing from you!

Contact Helge Finanger, Partner & Advisor at NextWave, on +47 908 34 041 or helge@nextwave.no for a confidential conversation.

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