Are you looking for a big challenge and the opportunity to shape and lead a high-performing Customer Success team?

Do you bring both hands-on experience with customer onboarding and engagement, and the leadership mindset to coach others and improve how a team operates? Then you have some of the key qualities we’re looking for in our next Customer Success Team Lead.

The opportunity and what we offer

Formalize is on an expansive journey with strong market traction across Europe. As our new Customer Success Team Lead, you will balance hands-on customer work with team leadership responsibilities for our Scandinavian and Rest of World CS team. You’ll play a key role in managing strategic accounts, coaching the local CS team, and aligning day-to-day operations with our broader customer success goals.

• Be part of a fast-growing international SaaS company
• High level of trust and autonomy
• Be part of a social, diverse and international team

Responsibilities

• Balance hands-on customer work with team leadership responsibilities in your local market.
• Own relationships with key customers during onboarding, escalations, and renewal—ensuring a smooth and value-driven experience for all customers.
• Act as a strategic connector between day-to-day customer operations and broader CS goals.
• Support strategic adoption of core frameworks like NIS2 and DORA, and monitor customer health using usage data and feedback.
• Guide and coach local CSMs in onboarding, customer success planning, and retention strategies.
• Drive execution on core Customer Success KPIs such as NPS, adoption, and G2 reviews.
• Collaborate cross-functionally with Sales, Product, and CS Ops, and represent the CS team in local initiatives.
• Support hiring, onboarding, and performance management of the local team.

Qualifications and about you

• 2–4 years of experience in B2B SaaS or GRC, including at least 1 year in a leadership or mentoring role
• Track record of managing strategic customer relationships and delivering impact across the customer journey
• Strong communicator, coach, and team collaborator with a proactive mindset
• Comfortable using customer data and insights to drive action and improve outcomes
• Structured, operationally strong, and able to balance team and customer needs
• Native in Danish and professional fluency in English
• Able to work 37 hours/week in our office in Aarhus
• You thrive in a fast-paced environment where you lead by example and build momentum with your team
• Familiarity with regulatory or compliance-driven environments (e.g., IT security, NIS2, DORA) is a strong plus.

About Formalize

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan and Madrid. Currently we are a team of +150 people from 14 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups.

Our journey started within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story.

This initial chapter has been within whistleblowing compliance and meeting those regulations. Along the way we established strong partnerships and a base of satisfied customers. Our commitment was recognized through the best customer support, which earned us reputation as a customer-centric pioneer. But now, we extended our expertise to a larger compliance universe including data compliance, risk and privacy.

Formalize helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet, and foresee, the evolving needs of our users - ensuring businesses remain compliant and confident in their operations.

Traits that describe our culture and employees:

• We are all very goal oriented and hardworking
• We are responsible, and we like accountability
• We are connecting, and we like to build meaningful relationships
• We are optimistic and like to laugh and have a positive atmosphere
• We like to dream big and to have clear visions for the future

Test in the recruitment process

In the recruitment process, we use talent profiles. You will therefore receive a link to the test after sending your application.

Experience shows that it provides the best experience for both candidates and us as a company. It's not about answering right or wrong, but whether one's talents match the context you will work in. We want to hire a colleague who really thrives and flourishes with us, and therefore we are looking for the employee who will be a good fit with Formalize in relation to

• Fit between the person and work tasks
• Fit between the person and the colleagues in the team
• Fit between the person and the management

We know that when this is staged optimally, you thrive and succeed much better in your job.

Recruitment Process

• Send application and upload relevant information
• Completion of Talent test
• 30 minutes online interview with recruitment screenment
• 45 minutes online interview with our hiring manager
• 30 minutes cultural interview with one of our current Customer Success Managers

Apply by attaching your resume and other relevant information and you will hear from us soon!

We will hold interviews and hire on an ongoing basis. For more information or questions please contact the responsible recruiter in the Talent team.