Head of Customer Success

GTM Talent; Berlin; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

A leading company in the AI-first solutions space is seeking a Customer Success Manager to lead their German team. This role involves managing a team, driving performance, and ensuring customer success across key accounts in the DACH region. The ideal candidate will have significant experience in customer success, strong leadership skills, and fluency in both German and English.

Qualifikationen

• 5+ years of experience in Customer Success or Account Management.
• 2+ years in a people management or team leadership position.
• Fluent in German and English.

Aufgaben

• Lead and develop the German Customer Success Team.
• Drive team performance by setting and monitoring KPIs.
• Ensure customer success through onboarding and relationship management.

Kenntnisse

Customer Success

Team Leadership

Analytical Thinking

Communication

Interpersonal Skills

Jobbeschreibung

Want to join a unicorn that's changing the way IT-dominated businesses operate in Europe?

They're building AI-first solutions that help their customers increase order efficiency by over 100%, including Edeka and some of the largest food suppliers in the region

It's a rare opportunity to join a company that’s already an industry leader, with the agility and scrappiness of a start-up environment.

Here's why it's a good time to join:

• Growth Phase 2.0: they're looking to split implementation & CS over the coming 6-12 months
• Impact: be responsible for shaping the framework around onboarding + upselling clients on new products
• Market Opportunity: With AI transforming this category, they've started to verticalize their product suite

Profile Requirements

Key Responsibilities:

• Lead and Develop the German CS Team: Manage a team of Customer Success Managers (CSMs), providing coaching, mentorship, and support in their personal development, performance goals, and career progression.
• Drive Team Performance: Set and monitor clear KPIs (retention, revenue, upsell, onboarding efficiency) across the team and implement strategies to continuously exceed targets.
• Ensure Customer Success: Oversee the successful onboarding, relationship management, and growth of key distributor accounts across DACH.
• Be a Culture Carrier: Foster a collaborative, feedback-driven culture built on accountability, ownership, and continuous learning.
• Support Strategic Partnerships: Collaborate with Sales, Product, and Operations to ensure CSMs are equipped to deliver tailored solutions and value to each partner.
• Standardize and Scale Processes: Refine and roll out success frameworks, playbooks, and reporting tools to enable consistent delivery of customer outcomes across the DACH region.
• Customer Advocacy: Regularly gather customer feedback and partner with internal teams to ensure it drives product innovation, operational improvements, and GTM adjustments.
• Team Hiring & Onboarding: Play an active role in scaling the Germany CS team by recruiting and onboarding new hires as we grow.

The Ideal Candidate

• Native German speaker and fluent in English
• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, with at least 2+ years in a people management or team leadership position.
• Proven ability to manage and coach high-performing, mid-sized teams in a fast-paced, B2B tech or SaaS environment.
• Deep experience managing enterprise-level clients, ideally in the DACH market.
• Exceptional communication and interpersonal skills—comfortable interfacing with senior internal stakeholders and client executives alike.
• Strong analytical thinking with a results-oriented mindset and ability to translate strategy into action.
• Highly organized with a passion for process improvement, systems, and scalable growth.
• Team-first mentality with a genuine interest in coaching and helping others succeed.

Interview Process:

Our interview process ensures we find the right cultural and skill fit:

1. Initial Interview: 45 min intro with the Head of CS for Europe
2. 2nd Interview: Case exercise and discussion
3. 3rd Interview: 30 mins with the CRO
4. 4th Interview: 20 mins with the Founder