Head of Customer Success

Role Overview

• Develop and execute a comprehensive customer success strategy aligned with the startup's growth objectives.
• Define clear customer success metrics and KPIs to measure and track the team's performance and customer satisfaction.
• Train, and manage a team of Customer Success Managers (CSMs).
• Set performance goals, provide ongoing coaching and feedback, and promote a customer-centric culture within the team.
• Foster a collaborative and supportive environment that encourages the growth and development of team members.
• Build and maintain strong relationships with key customers, understanding their needs and objectives.
• Collaborate with CSMs to proactively identify and address customer challenges and opportunities.
• Create and execute customer retention plans, including identifying at-risk accounts and implementing strategies to mitigate churn.
• Ensure timely and effective resolution of customer issues and escalations.
• Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of the product or service.

Requirements

• Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
• Proven experience (5+ years) in customer success, account management, Technical Sales, or a related role, with a track record of driving customer satisfaction and retention.
• Strong leadership and team management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with the ability to develop and execute customer success initiatives.
• Familiarity with customer success software and tools.
• Adaptability and the ability to thrive in a fast-paced startup environment.
• Empathy and a customer-centric mindset.

Benefits

• The opportunity to create a product that can improve business processes and lives across the globe.
• Flexible working hours and hybrid work model
• we trust our employees to get their work done while maintaining a healthy work-life balance.
• We empower employees to drive their own career development, take initiative and have the freedom to be creative and bold.
• Not an overtime culture
• we take care that overtime is done only as a necessity and always offset with time off and rest.
• A collaborative and learning environment
• frequent internal workshops, knowledge sharing sessions, journal clubs and hackathons.
• Office located in the centre of Berlin Kreuzberg with free fruit, nuts and drinks.
• A diverse and vibrant international environment of 30+ different nationalities.
• Potential to participate in the employee stock option program.
• Urban Sports membership and BVG subsidy, corporate pension program.