Interim Head of Customer Success (Maternity Cover)
OnomondoOnomondo is on a mission to revolutionize global IoT connectivity. We’re here to redefine how connected devices communicate and we need talented and motivated people to help us push the boundaries of what’s possible.
Our work directly impacts millions of devices globally, ensuring seamless, low-latency, and highly available connectivity for mission-critical applications. Our services enable secure authentication, signalling, and messaging for devices using Onomondo SIM cards, across 680+ networks in 180+ countries.
We are now hiring for an Interim Head of Customer Success (Maternity Cover) to join and lead our Customer Success Team at our HQ in Islands Brygge, while our very own Benedicte is on maternity leave enjoying some newborn snuggles.
In this role you would be responsible for ensuring that our customers successfully adopt and scale with Onomondo’s connectivity platform while maintaining high standards of operational excellence across Customer Success and Support. You are the leader of our Customer Business unit and are there to coach, challenge and guide a talented team of CX experts.
You will lead a team responsible for onboarding, adoption, support operations, and long-term customer value creation, ensuring we continue to deliver a world-class customer experience as we scale.
This is a hands-on leadership role that requires both strategic thinking and operational discipline.
What You Will Own
Customer Success Leadership
Lead the Customer Success organization responsible for onboarding, adoption, expansion, and retention.
Ensure customers reach First Time to Value (FTTV) and continue progressing through the customer lifecycle.
Drive structured account planning and portfolio management across strategic accounts.
Support the commercial organization in identifying expansion opportunities through customer insight.
Customer Support Operations
Oversee the daily operations of the Support team and maintain high service standards.
Ensure support processes scale effectively as the company grows.
Improve operational clarity across:
escalation paths
engineering collaboration
incident management
support metrics and reporting.
Cross-Functional Collaboration
Act as the main interface between Customer Success, Sales, Product, and Engineering.
Ensure customer insights are translated into product and operational improvements.
Contribute to cross-functional initiatives that improve the overall customer journey, by bringing the voice of customers into roadmap discussions, translating feedback, support trends, and usage patterns into actionable insights.
Customer Metrics & Performance
Track and manage key metrics such as:
customer adoption
retention and expansion
platform usage
support performance
Establish clarity around ownership of metrics and outcomes across the organization.
Team leadership
Run structured 1:1 with each report to stay on top of customer portfolios, ensure projects are running smoothly and blockers are removed.
Support the team in growing through half-yearly development conversations.
Host and organize quarterly roadmap sessions with the team to ensure alignment and prioritization is shared.
Structure monthly updates with insights to the C-level executives to ensure the voice of CS is known across the organisation
What Success Looks Like
Customers successfully move from onboarding to scaled deployment.
Customer Success operates with clear structure, priorities, and ownership.
Support processes remain efficient and predictable as customer complexity increases.
Cross-functional teams operate with strong alignment around customer outcomes.
Customer insights actively shape product improvements and commercial opportunities.
What We Are Looking For
Experience
Experience leading Customer Success or Operations teams in a B2B SaaS or technology company.
Strong understanding of customer lifecycle management from onboarding to expansion.
Experience managing technical or product-centric customers.
Experience working cross-functionally with Product and Engineering teams.
Experience in IoT Deployments is a great plus
Capabilities
Ability to combine strategic thinking with operational execution.
Strong analytical mindset with comfort managing metrics, forecasting, and performance indicators.
Ability to drive clarity, structure, and accountability in complex environments.
Strong leadership presence and ability to influence across teams.
Personal Qualities
Collaborative and pragmatic.
Calm and structured under pressure.
Strong communicator who can align teams around shared goals.
Comfortable operating in a fast-moving scale-up environment.
Practical details
Location: Copenhagen
Start date: June 2026
Duration: Temporary contract 9-12 months
Why join Onomondo?
We’re not just building another connectivity layer – we’re reimagining how global IoT connectivity works from the ground up. With customers like Maersk and global use cases across industries, we’re tackling problems that have never been solved before.
You will experience:
A playful, ambitious culture where people are trusted to do what they do best
A workspace that’s one-of-a-kind, in both design and energy
A team that’s small, sharp, and all-in on shipping meaningful things fast, with room for your voice and fingerprints on what we build.
Legendary lunches, snack heaven, and events that actually bring people together
Our hiring process
We care deeply about creating a fair and inclusive process.
That means:
We don’t need your picture or cover letter - just your CV
We select candidates based on skills and relevant work experience for the role.
We’re fast but thoughtful - our goal is to ensure you feel informed, respected, and excited throughout the journey.
30-minute Introduction & Motivation interview with Head of CS + Head of People
Portfolio Management Case Study with Head of CS + Leadership from Insights team
Customer Success GTM Leadership interview with Head of CS + commercial and product leadership
Culture & Leadership Alignment interview with Head of CS + Co-founder