Head of Customer Success

Role Overview

• Develop and execute a clear Customer Success strategy aligned with ablefy’s growth ambitions.
• Drive revenue growth through CSM, focusing on: Retention & churn reduction, Product adoption, Expansion & share of wallet
• Translate customer insights into scalable success motions and into goals and tasks for the team.
• Cultivate robust, long-lasting customer relationships, acting as a proactive partner as customers scale.
• Tailor engagement to each customer’s maturity stage, empowering them with the right resources, product insights, and strategic guidance.
• Build a strong network of ablefy advocates and foster a thriving customer community.
• Be the voice of the customer internally, ensuring customer needs clearly influence decisions.
• Own and manage escalations, ensuring smooth resolution of complex or technical issues.
• Drive adoption of ablefy’s full product suite, including: European compliance tools, Flexible payment and checkout solutions, Subscription and recurring revenue modules.
• Maintain a tight feedback loop with Product, Tech, and Compliance, translating customer needs into: Product requirements, Feature improvements, Better overall customer experience.
• Analyze customer data to understand engagement, predict risks, and uncover growth opportunities. Deliver actionable insights that enable data-driven decisions across the company.
• Define and document clear SOPs, establish reliable processes and ways of working.
• Build, mentor, and lead a high-performing Customer Success team. Set a culture of ownership, customer empathy, and excellence. Lead by example
• as a great CSM yourself.

Requirements

• Minimum 3 years of leadership experience in Customer Success or related roles, ideally within B2B SaaS, fintech, or digital commerce.
• Proven experience building, scaling, and leading high-performing Customer Success teams.
• Strong understanding of: Digital entrepreneurs and online business models, Payment processing & checkout flows, Subscription-based and recurring revenue models, Cross-border transactions and European compliance requirements
• A growth mindset with a clear focus on retention, expansion, and customer lifetime value.
• Strong analytical skills and confidence working with CS metrics such as churn, NPS, and product adoption.
• A hands-on mentality — you enjoy being close to customers and leading from the front.
• The ability to bring structure, clarity, and reliability into fast-moving, complex environments.
• Excellent communication skills and strong stakeholder management across Product, Tech, and Compliance.
• Strong alignment with ablefy’s mission to build innovative, compliant, and scalable solutions for digital businesses.

Benefits

• Paid time off – 30 vacation days
• A competitive salary
• A personal training and development budget of €1,500 per year
• Responsibility and trust from day one
• Individual coaching and further training to support you in your development
• A free BVG ticket
• Employee discounts at numerous companies (e.g. at the gym or in online stores)
• Pension program with company match
• A culture of equity and inclusion where you are appreciated for the person you are