Head of Customer Success (f/m/d)

Customer Success is crucial to a SaaS business with a recurring revenue business model like Customer Alliance. The Head of Customer Success will materially strengthen the capacity for growth of the company by maintaining a strong retention rate and drive upsells to achieve net negative MRR churn.

Your Responsibilities:

• Establish strategies, plans and be responsible for their successful execution
• Drive results
- Keep retention at 90%+
- Drive upsells
- Maintain and drive the team’s happiness
- Measure and improve Customer Satisfaction Scores at important milestones of the customer journey
• Build & lead a world class Customer Success team
- Structure the existing team of 20 Customer Success Managers
- Build territories, processes and methodology
- Build remuneration and career advancement structure
- Create rapid onboarding process for new hires and enable continuous learning within your teams
• Define and optimise our customer lifecycle
- Standardize each point in the journey within your first 120 days
- Define segmentation of customer base and methodologies for retention and upsell
• Measure the effectiveness of the Customer Success department
• Provide direction to the team by offering guidance on Customer Account Management strategies, tools and approaches with their strategic accounts
• Coach our Enterprise Customer Success Managers on project management for our largest clients
• Align with the product team on deliverables for our clients
• This position reports directly to our Chief Revenue Officer

You Are:

• A proven leader:
- Hands-on & trustworthy: successfully coaches people to excellence on the Customer Success craft, effectively recruits and motivates people, as well as shapes the leaders of tomorrow in a high velocity, high activity growth driven company
- Pragmatic: outstanding at building strategies, communicating them and driving execution
- Dedicated to your team’s success: Able to roll up your sleeves and do what is needed for the success of your team: jump in when needed to save a difficult customer situation, build relationships with our most important clients, etc…

• Experienced:
- 3 to 7 years experience in client-facing team leadership and account management, account relationship strategy experience
- B2B SaaS background required
- You come with your book of best practices
- Strong grounding in a SaaS based recurring revenue and growth business model; seasoned in understanding value drivers in a recurring revenue business
• Energetic and creative. The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.
• A team player. Delivers amazing results through cross team collaboration.
• A performer. Consistent track record of overachievement of goals and quota.

What We Offer:

• Working in one of the leading SaaS startups in Germany
• Flat hierarchies and guidance from our experienced and talented team
• An international team and great atmosphere with regular events such as Friday evening beers, table soccer, ping pong, and team-building measures
• Home office once a week and flexible working hours
• Private company pension plan
• Structured on-boarding plan with your own buddy to support your daily workflow
• Regular feedback meetings
• Up to 30 days of vacation, earning 1 additional vacation day each year of employment
• One sabbatical month after each year of employment
• After 2 years Master Card with a credit
• Free gym membership and great cooperation with different partners for employee discounts
• Yearly education budget of 1.000€ for job-related training (after 6 months of employment)


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