Head of Customer Success Management

Skills

About the Role

You will lead and scale the Customer Success function, with direct responsibility for Customer Success Managers across key markets. You will own the post-sales customer journey and drive customer retention, net revenue retention, churn prevention, and expansion across enterprise accounts. You will coach and develop Customer Success Managers, set performance expectations, run regular one-to-ones, oversee hiring and onboarding, and act as an escalation point for complex customer situations. You will build scalable processes, playbooks, health scoring, adoption milestones, and reporting frameworks. You will monitor customer health, mitigate risks proactively, translate customer feedback into insights, and collaborate with Sales, Product, Marketing, the Renewal Manager, and the Service Desk on renewals, growth opportunities, issue resolution, advocacy, and product feedback.

Requirements

• Significant experience in Customer Success, Account Management, or related post-sales roles, ideally in SaaS, fintech, or technology.
• Experience managing and scaling a Customer Success team with direct people management responsibility.
• Track record of owning and delivering net revenue retention, churn, and expansion targets at scale.
• Experience engaging and influencing senior stakeholders.
• Experience with enterprise clients in regulated industries such as financial services or telecommunications.
• Analytical skills with customer health metrics, usage data, and commercial KPIs.
• Experience implementing or optimizing Customer Success tooling such as Gainsight, Salesforce, or ChurnZero.
• Fluency in German and English.

Responsibilities

• Lead, coach, and develop Customer Success Managers.
• Set performance expectations, run regular one-to-ones, and foster a customer-centric culture.
• Drive hiring, onboarding, and career development within the CSM team.
• Act as an escalation point and mentor for complex customer situations.
• Own net revenue retention, churn prevention, and expansion targets.
• Define and refine the customer success strategy.
• Monitor customer health and mitigate risks proactively.
• Translate customer feedback into actionable insights for Product and Marketing.
• Build and maintain scalable Customer Success processes, playbooks, and frameworks.
• Standardize reporting on customer satisfaction, adoption KPIs, and net revenue retention.
• Collaborate on smooth and timely renewal cycles.
• Partner on issue escalation and resolution.
• Identify and convert upsell and cross-sell opportunities.
• Provide structured customer feedback to influence the product roadmap.
• Align on customer advocacy, case studies, and reference programs.
• Represent the CSM function in leadership forums.

Benefits

• Access to the nilo mental health platform, including one-to-one sessions.
• 24/7 unlimited access to Udemy training content and certifications.
• Remote-work equipment support.
• Flexible working hours.
• Regular onsite gatherings, internal initiatives, and summer parties.
• Paid special leave days.
• Workcation opportunities.