Lead our global customer success team --- from first sign-up to long-term value

Do you want to drive conversion, adoption, and expansion in a fast-growing SaaS company with users in over 170 countries?

At RoomSketcher, we build one of the world’s most popular online floor plan tools. We’re looking for a Head of Customer Success to lead and improve how we convert, onboard, and grow our users---from free sign-up through to long-term loyalty and revenue expansion.

This is a hands-on leadership role. You’ll coach a small, globally distributed team, raise the quality of every customer interaction, and play a central role in turning free users into paying customers and loyal advocates. Your success will be measured in commercial outcomes: conversion, retention, and growth.

What you’ll get at RoomSketcher

• **High-impact leadership role ---**You’ll own a critical revenue-driving function and shape how we convert, retain, and expand our global user base.

• **International environment ---**Work with skilled colleagues across product, marketing, and growth in a low-ego, high-trust Norwegian company.

• **Time for development ---**We invest in our people with dedicated time for learning, courses, conferences, and self-driven growth.

• **Strong team culture ---**We’re a social, collaborative group that values curiosity, ownership, and building a great place to work.

The Role

As Head of Customer Success, you’ll lead a small, global team responsible for all post-signup engagement---especially free-to-paid conversion, onboarding, product adoption, retention, and expansion.

Your primary focus is coaching the team to turn every customer interaction into value. Helping users succeed with the product while identifying natural opportunities to upgrade, expand, or deepen usage.

You’ll combine people leadership with commercial thinking and practical execution, ensuring we scale our product-led growth motion with targeted human assistance where it matters most.

Main Responsibilities

• **Own the Customer Success strategy ---**focused on conversion, adoption, retention, and expansion

• **Lead, coach, and develop a global team ---**delivering demos, 1:1 trainings, webinars, and lifecycle programs---raising quality and commercial effectiveness in every interaction

• **Drive free-to-paid conversion and reduce churn ---**through better onboarding, proactive engagement, and hands-on coaching of the team

• **Ensure product adoption ---**by understanding the product deeply and helping customers get real value from it

• **Align closely with Marketing, Product, and Growth ---**to optimize the customer journey across touchpoints

• **Set clear KPIs, operating rhythms, and performance standards ---**creating accountability and structure across time zones

Who You Are

You’re a commercially minded customer success leader who believes great customer experiences and revenue growth go hand in hand. You enjoy coaching people, improving conversations, and building a team that helps customers succeed---and upgrade---naturally.

You bring:

• 5+ years in customer success, sales, onboarding, or lifecycle roles in SaaS or a product-led company

• Proven experience leading and developing customer-facing teams---with a real passion for coaching and raising performance

• A track record of improving conversion, adoption, retention, or expansion metrics

• Strong commercial instinct---you understand that retention is revenue and think beyond customer satisfaction

• Curiosity about the product---you want to understand the software, how users interact with it, and how usage creates value

• Experience working with distributed teams across time zones, creating structure and accountability remotely

• Strong communication skills in English, verbal and written

Interested?

We’d love to hear from you. Send us your CV along with a short, personalized cover letter telling us:

• Why this role excites you

• How you’ve helped turn customers into paying or expanding users

• How you develop and coach customer-facing teams

We look forward to hearing from you.