Head of Customer Relations for Enreach

Leadr Recruitment is recruiting on behalf of our client, Enreach, for a Head of Customer Relations for Outbound. This role covers customers in Denmark and Sweden.

Based in Southern Copenhagen and reporting to the CEO, you will take ownership of the end-to-end customer journey, embedding a service-led culture that maximizes customer lifetime value and supports business growth.

Role Purpose

As Head of Customer Relations, you will lead and develop the Customer Relations team with a focus on customer-centricity, drive retention and expansion within the customer base, and implement service-led strategies throughout the customer lifecycle. Your primary markets will be Denmark and Sweden, with a focus on achieving measurable outcomes and revenue growth through relationship-led commercial development.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of 10+ Customer Success Managers, Solution Services, and Support, fostering both individual accountability and team cohesion.
• Promote a high-performance, collaborative culture aligned with proactive customer-centric behaviors and commercial outcomes.

Customer Onboarding & Retention

• Ensure exceptional onboarding experiences so that customers realize visible value as quickly as possible.
• Drive proactive customer health monitoring and intervention strategies to increase satisfaction and retention.
• Develop and improve structured cadences based on customer segmentation (high-/low-touch) to support retention and advocacy.

Revenue Growth & Expansion

• Implement best-practice commercial tactics to consistently drive expansion revenue aligned with evolving customer needs.
• Increase Net Revenue Retention (NRR) through expansion initiatives.

Operational Excellence

• Embed scalable processes: operationalize playbooks, monitor leading and lagging indicators, and ensure visibility of customer health.
• Ensure regulatory compliance and uphold contractual obligations.

Cross-Functional Alignment

• Collaborate with Sales for seamless handoffs and competitive insights.
• Provide support to both direct customers and channel partners.
• Work with Proposition Marketing and Product teams to translate opportunities into value propositions, new services, features, partnerships, and integrations, driving growth.

Who You Ideally Are

• Experienced Commercial Tech Leader: 7+ years of experience, including 3+ years in a leadership role within tech or telco B2B subscription businesses (e.g., SaaS / CCaaS), with direct experience in Denmark and Sweden.
• Commercial Acumen: Proven track record of revenue growth through customer development and in leading and transforming customer-facing teams.
• Leadership Skills: Strong leadership presence combined with strategic thinking. Skilled at inspiring change, coaching high-performing teams, fostering accountability, and driving disciplined execution.
• Data Pragmatist: Experienced in B2B SaaS metrics, CRM tools (e.g., HubSpot), and data-driven decision-making.
• Cultural Fit: Determined, professional, and committed to “winning” through customer outcomes, thriving in a performance-focused culture.
• Travels and Language: Fluent in Danish and English; Swedish proficiency is a strong plus. Willing to travel within Denmark and 3-5 days per month to Sweden, primarily Stockholm.

What Enreach Offer

At Enreach, through this role, you will have the opportunity to make a tangible impact on the growth and success of the Outbound business. You will be entrusted with shaping the customer experience and driving strategic initiatives across Denmark and Sweden, giving you both visibility and influence at a senior level.

The role comes with a high degree of autonomy, allowing you to innovate, implement new strategies, and lead cross-functional projects in an international, fast-growing organization. In addition, you will have access to leadership development programs and resources to further strengthen your skills and career progression.

Alongside professional growth, Enreach offers a competitive salary package and a stable, long-term career path, combining the excitement of a transformative growth phase with the security of an established technology company.

About Enreach

Enreach is a European-based unified communications provider championing a style of open collaboration that makes contact between business and small teams magic. Putting right-sized technology in reach of every kind of business – no matter the size – is what they do every day for entrepreneurs, wholesale partners and service providers.

Enreach make business technology, connectivity and productivity integration easy for organisations as they grow. Businesses in different industries have requirements for staying in contact with their employees and customers. Their products and services optimise these contact points allowing people to reach new levels of productivity. Enreach is not just their name, it embodies the way they enable businesses to work.