Head of Government Success

Do you want to join us on our mission to shape democracies for the digital age? Are you looking for an international and fast-paced, yet collaborative and inclusive environment to thrive in?

You have come to the right place.

CitizenLab, a global social impact scale-up with its HQ in Brussels, works to make public decision-making more participatory, inclusive, and responsive. The SaaS platform is already being used by 400+ local governments and organizations in over 20 countries, facilitating two-way communication between governments and their residents. Since it was founded in 2015, CitizenLab has given 1000,000+ community members a direct voice in local politics, has earned recognition as the 'Best Social Impact Startup in Europe', and was featured in outlets such as The New York Times and Forbes.

CitizenLab is looking for purpose-driven talent to join us on our mission to enable millions of people in cities across the globe to shape the future of their communities.

Head of GovSuccess at CitizenLab

We are seeking a highly motivated Head of Government Success to lead and manage our international team of Government Success Managers. As the Head of Government Success, you will play a pivotal role in ensuring the success and satisfaction of our customers (governments) across different countries:

• Manage the team: Lead and manage a team of Government Success Managers located in different countries, providing guidance, support, and mentorship to help them excel in their roles and guide governments towards success.
• Operational excellence: Develop and implement strategies, processes and performance indicators to drive government satisfaction, retention, and growth, aligning them with overall company and business objectives.
• Stakeholder management: Serve as a customer advocate within the organization, effectively communicating customer feedback and insights to relevant teams to drive product enhancements and improvements.
• Thought leadership: Stay up to date on customer success trends, best practices, and emerging technologies related to customer success, sharing knowledge and insights with the team to enhance their capabilities.

What do we expect from you?

• • Strong understanding of customer success principles and strategies, with a focus on driving customer satisfaction, retention, and growth.
  • You can demonstrate a strong interest in the topics of public governance & citizen engagement.
  • You ideally have minimum 5 years of experience in customer success or account management roles, with at least 2 years in a leadership position.
  • A proven track record of managing and leading remote teams is a strong plus.
  • Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders at all levels.
  • Analytical and strategic mindset with the ability to think critically, analyze customer data, identify trends, and make informed data-driven decisions to achieve organizational objectives.
  • You are proactive and can demonstrate a sense of initiative.
  • You are an exceptional communicator in English, both orally through presentations and in writing. Fluency in Dutch, French and/or German are a big plus.
  • Based in Europe. Ability to travel to our HQ in Brussels, Belgium as required.

An eagerness to learn, talent, and enthusiasm are more important than ticking all the boxes. If you don’t meet all of the listed requirements but are motivated and excited about the role, we want to hear from you!

What can you expect from us?

• Unlock your full potential and create social impact at scale. Day-to-day, we work with local government leaders across the world to help them connect with their communities.
• Become a key factor in our rapid transition from a startup to a scaleup (50 employees), and our international expansion.
• Work in a fast-paced, collaborative, and supportive environment. We share a participatory culture of autonomy and ownership by everyone, not only by leadership.
• Be part of our dynamic, very international team. We are as serious about our work in digital democracy as we are about having fun on our journey together.
• Enjoy an informal work vibe with open communication and full transparency on results.
• Participate in our various hybrid (in-person/remote) team events, bi-quarterly strategic town halls, and yearly global team retreats.
• Spend 10% of your time on personal projects and self-development for the long run. We’re committed to both collective and individual growth.
• Receive a competitive salary package, 26 paid holidays, your own laptop, and perks such as a professional development budget, unlimited access to OpenUp, a collective bonus plan, full flexibility on working from home, and much more.

CitizenLab is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, genders, experiences, abilities, and perspectives to apply.