Head of Customer Success

We are on the lookout for a Head of Customer Success who will be responsible for transforming our current support-focused team into a proactive customer success unit.You will focus on reducing churn, enhancing customer satisfaction, and driving expansion. You are our ideal candidate if you have a strong background in customer success, an analytical mindset, and a proven track record of leading and developing high-performing teams.‍

What you’ll do:

• Develop and implement a comprehensive customer success strategy, transitioning from a reactive support model to a proactive success approach.
• Define and track key customer success metrics (e.g., churn, NPS, product adoption) and use data-driven insights to identify areas for improvement.
• Establish processes and methodologies to understand customer behavior, usage patterns, and potential churn risks, enabling proactive interventions.
• Build and lead a high-performing customer success team, providing coaching, training, and professional development opportunities to elevate their skills.
• Implement customer success tools, technologies, and best practices to drive efficiency and scalability.

Your profile:

• 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.
• Proven track record of building/transforming and leading high-performing customer success teams.
• Expertise in developing and implementing customer success strategies, processes, and metrics in a SaaS environment.
• Strong data analysis and problem-solving skills, with the ability to derive insights from customer data.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and cross-functional teams.
• Experience with customer success tools and technologies (e.g., CRM, customer support software, analytics platforms).

Why us?

• You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning.
• Remote-first team: Work from our cool HQ in Hamburg or anywhere in Europe - forever!
• Flexible working hours.
• Boost your personal development in an environment that encourages continuous learning.
• Competitive compensation and an L&D budget.
• Project squads with rotating team members.
• MacBook Pro or notebook of your choice, and healthy (and non-healthy!) snacks and beverages.
• Recurring virtual events and annual airfolks meet-ups.