Director, Customer Success

Jobtailor; Deutschland; Hybrid; EUR 120.000 - 170.000; Vollzeit

Zusammenfassung

Centerbase in Germany seeks a Senior Customer Success Leader to own the strategy for retaining and expanding enterprise accounts. You will lead a CS team, manage renewals, health scoring, churn risk, and Executive Business Reviews, onsite and remote.

You will partner with Support, Implementation, Product, Engineering and Sales to drive adoption, surface upsell opportunities, deploy AI to automate workflows, and build executive relationships. Travel about 25–30% is expected.

Qualifikationen

• 5+ years progressive experience leading customer success and/or account management teams in B2B SaaS
• Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals
• Demonstrated experience in developing and implementing scalable customer success strategies and operational processes
• Ability to travel roughly 25% to 30%
• Experience managing Enterprise accounts
• Experience introducing technology, including AI, to drive operational improvements
• Proficiency with Salesforce
• Domain experience in SaaS Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial
• Onboarding, Technical Support, or Professional Services experience is a plus

Aufgaben

• Develop and execute strategies to retain and grow customer accounts
• Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews, both onsite and remote
• Hire, coach, and develop a world-class Customer Success and Consulting Services team
• Develop Customer Success and Consulting motions to drive adoption, enablement, upsell opportunities, and channel customer needs internally
• Evaluate and optimize team systems, applications, and processes; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals
• Partner with Support, Implementation, Product, Engineering, and Sales leaders to ensure positive customer experiences, product adoption, and account growth
• Enhance Consulting Services offerings and drive adoption through NCA and existing customers
• Advocate for customers internally and represent Centerbase leadership with customers
• Build and nurture executive customer relationships
• Drive success across gross and net revenue retention, renewals, sourced upsell opportunities, consulting services revenue, and NPS

Kenntnisse

Customer Success Leadership

Team Management

Enterprise Account Management

Salesforce Proficiency

AI for Operational Improvements

Tools

Salesforce

AI Technologies

Jobbeschreibung

• Develop and execute strategies to retain and grow customer accounts
• Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews, both onsite and remote
• Hire, coach, and develop a world-class Customer Success and Consulting Services team
• Develop Customer Success and Consulting motions to drive adoption, enablement, upsell opportunities, and channel customer needs internally
• Evaluate and optimize team systems, applications, and processes; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals
• Partner with Support, Implementation, Product, Engineering, and Sales leaders to ensure positive customer experiences, product adoption, and account growth
• Enhance Consulting Services offerings and drive adoption through NCA and existing customers
• Advocate for customers internally and represent Centerbase leadership with customers
• Build and nurture executive customer relationships
• Drive success across gross and net revenue retention, renewals, sourced upsell opportunities, consulting services revenue, and NPS

Requirements

• 5+ years progressive experience leading customer success and/or account management teams in B2B SaaS, including experience managing managers
• Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals.
• Demonstrated experience in developing and implementing scalable customer success strategies and operational processes.
• Ability to travel roughly 25% to 30%
• Experience managing Enterprise accounts
• Experience introducing technology, including AI, to drive operational improvements
• Proficiency with Salesforce
• Domain experience in SaaS Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial
• Onboarding, Technical Support, or Professional Services experience is a plus

Core Competencies

Demonstrates expertise in developing and executing customer success strategies, managing enterprise accounts, and leading high-performing teams in a B2B SaaS environment. Proficient in utilizing Salesforce and AI technologies to enhance operational efficiency and drive customer retention.

Highest-signal resume keywords

• Customer Success Strategy Development
• Team Leadership and Development
• Enterprise Account Management
• Salesforce Proficiency
• AI Implementation for Operational Improvements

ATS Optimization Keywords

Hard Skills

• Customer Account Growth
• Churn Forecasting
• Health Scoring
• Contract Renewals
• Operational Process Optimization
• Upsell Opportunities Development
• Risk Management
• Executive Business Reviews
• Technical Support
• Onboarding

Soft Skills

• Team Motivation
• Coaching
• Relationship Building
• Customer Advocacy
• Cross-Functional Collaboration

Industry Keywords

• B2B SaaS
• SaaS Legal Tech
• Billing Software
• Accounting Software
• AP/AR Software

Tools & Technologies

• Salesforce
• AI Technologies