Head of Customer Success

About the role

The Head of Customer Success is a pivotal leadership role responsible for ensuring customer satisfaction, retention, and growth within a startup company. This position involves developing and executing strategies to drive customer success, managing a team of Customer Success Managers (CSMs), and collaborating cross-functionally to enhance the overall customer experience.

What you'll do

• 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.
• 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.
• Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of the product or service.

What you'll need

• 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.

What they offer

• Flexible working hours and hybrid work model.
• Career development opportunities with freedom to be creative and bold.
• Collaborative and learning environment with workshops, knowledge sharing sessions, and hackathons.
• Office in Berlin Kreuzberg with free fruit, nuts and drinks.
• Urban Sports membership, BVG subsidy, and corporate pension program.
• Employee stock option program.