Build the Customer Success Operating Model
Design and implement a segmented CS model across Enterprise, Mid-Touch, and Tech-Touch customers
Define clear ownership across Customer Success, Customer Operations, Professional Services, Support, and Academy
Establish scalable lifecycle management and engagement frameworks
Drive Retention and Renewal Excellence
Implement structured renewal forecasting, risk management, and retention strategies
Build playbooks and frameworks for objection handling and downgrade prevention
Position Customer Success as a strategic retention engine
Scale Through Automation and Data
Partner closely with Customer Operations to implement lifecycle automation, health scoring, and scalable communication models
Expand documentation, self-service resources, and customer education programs
Reduce dependency on Professional Services after onboarding
Lead and Develop the Customer Success Team
Lead and develop a team of Customer Success professionals and working students
Establish clear KPIs and performance structures focused on customer value, adoption, and retention
Foster a culture of ownership, analytical thinking, and strong cross-team collaboration

8–12+ years of experience in Customer Success or SaaS leadership roles
Several years leading teams of 10+ people
Experience scaling Customer Success for large customer bases (1,000+ customers)
Strong commercial understanding of renewals, retention, and customer value conversations
Experience building Customer Success operating models and lifecycle frameworks
Analytical mindset and comfort working with customer data, automation, and CS tooling
Preferred Qualifications
Experience in RegTech, ESG, compliance software, or enterprise SaaS environments
Experience building Tech-Touch / Digital Customer Success programs
Familiarity with HubSpot, Salesforce, or Customer Success platforms
German language skills or experience working with DACH markets

A purpose-driven mission with and for global industry pioneers in tackling complex challenges
Room for creativity through collaborative teamwork and an open communication culture
Flexibility and team bonding with our hybrid work options
Fuel for your growth journey, both personally and professionally
Fun team events and outings with our global teams
Inspiring workspaces in Madrid and beyond

Head of Customer Success

Key skills