Director of Customer Success

Anchor; Deutschland; Remote; EUR 100.000 - 150.000; Vollzeit

Zusammenfassung

Anchor, a rapidly growing B2B payments platform, seeks a Director of Customer Success to lead onboarding, activation and retention across the customer journey. You will design a scalable CS function, drive value for customers, and own the customer lifecycle from first touch to expansion.

Reporting to the COO, you will hire and mentor a high-performing CS team, implement dashboards and processes (HubSpot, CRM), and collaborate with product, sales and marketing to shape the roadmap.

Qualifikationen

• 3+ years managing CS leaders, and 3+ years leading CS teams in a fast-paced B2B SaaS company
• Experience building and scaling CS processes across the full customer lifecycle
• Ability to design scalable CS processes and operate with a data-driven mindset
• Strong relationship management with executive stakeholders and complex negotiations
• Proactive, entrepreneurial mindset with initiative, prioritization, and adaptability
• Excellent communication and presentation skills; data-to-insights storytelling

Aufgaben

• Lead and scale Anchor's CS function across onboarding to long-term retention
• Develop and execute a comprehensive CS strategy aligned with customer goals
• Own onboarding, account management, and customer support processes to maximize adoption
• Build relationships with customers' executive stakeholders as a strategic advisor
• Define and track KPIs for customer health and team effectiveness
• Own CS systems and tooling (ticketing, reporting, infrastructure)
• Develop a knowledge base for internal and customer use
• Collaborate with product, sales, R&D, and marketing to voice customer needs
• Create customer success stories and use cases for learning and marketing
• Hire, mentor, and grow a high-performing CS team

Kenntnisse

CS leadership

Customer success strategy

Account management

Data-driven

Executive stakeholder management

Project management

Excel

HubSpot

Communication

B2B SaaS

Ausbildung

Bachelor's degree or MBA in accounting/finance

2+ years managerial experience in accounting/finance

Tools

HubSpot

Excel

Jobbeschreibung

Description

Anchor recently closed a $20M Series A from Mosaic & Zeev Ventures and has experienced 500% growth in the last year. At Anchor, we’re redefining the future of B2B Payments. Our innovative, end-to-end billing and collections platform eliminates the frustrations of manual processes, making financial workflows seamless, automated, and stress-free. We empower businesses to focus on their core strengths while we handle the complexities of billing and collections.

Our Customer Support organization sits at the core of Anchor and is a key driver for our growth, ensuring every customer has an exceptional experience. As we continue to grow rapidly, we’re looking for an experienced, hands‑on Director of Customer Success to build, grow, and lead our customer organization across the entire journey - from onboarding through activation and retention. Reporting directly to the COO of Anchor, the ideal candidate will demonstrate exceptional ownership, a holistic business mindset, meticulous attention to detail, and a consultative, action‑oriented approach that truly sets them apart.

Responsibility

• Lead and scale Anchor's Customer Success function across the full customer journey—from onboarding to long‑term retention.
• Develop and execute a comprehensive CS strategy that aligns with customer goals and drives measurable value.
• Own and evolve onboarding, account management, and customer support processes that maximize adoption and satisfaction.
• Build deep, trusted relationships with customers— including executive stakeholders—and act as their strategic advisor.
• Define and track KPIs to measure customer health, satisfaction, and team effectiveness; drive data‑informed improvements.
• Own systems and tooling for customer success (e.g., ticketing, reporting, support infrastructure).
• Build and maintain a robust knowledge base for internal and customer use.
• Collaborate closely with product, sales, R&D, and marketing to represent the voice of the customer and shape our roadmap.
• Develop customer success stories and use cases for both internal learning and external marketing.
• Hire, mentor, and grow a high‑performing CS team that delivers excellence at scale.

Requirements

• 3+ years of experience managing CS team leaders, plus 3+ years leading CS teams directly in a fast‑paced, data‑driven, B2B SaaS company- (Fintech experience is a strong plus.)
• Building and scaling CS processes from the ground up, along with CS strategies, operating models, and tools, across the full customer lifecycle.
• Highly detailed and structured professional, with experience designing and implementing scalable CS processes.
• Superb capabilities in managing even the most challenging customer relationships— able to turn difficult moments into positive, productive outcomes.
• A highly motivated, entrepreneurial mindset with the ability to take initiative, prioritize effectively, and adapt quickly.
• Strong project management chops, you can juggle multiple priorities, communicate clearly, and drive outcomes.
• Analytical and metrics‑driven; you thrive on dashboards, insights, and measurable impact.
• A true player‑coach: you enjoy managing accounts yourself while scaling and supporting your team and processes.
• Excellent communication and presentation skills with the ability to turn data into actionable insights.
• Experience managing complex stakeholder relationships across multiple levels of an organization.
• Skilled in customer meetings, demos, workshops, QBRs, and executive briefings.
• Proficiency in Excel and CS platforms (e.g., HubSpot) is a must.
• Bachelor's degree or MBA in accounting/finance. Or 2+ years of practical managerial experience in those fields- required.
• And finally: zero ego, we're a team of builders who work hard, stay humble, and support each other.

Extra

• Experience in management consulting, sales engineering, or post‑sales technical support.