Head of Customer Success

Rencore; München; Vor Ort; EUR 80.000 - 120.000; Vollzeit

Zusammenfassung

A leading software company in Munich is seeking a Head of Customer Success to lead their customer success department. The ideal candidate will enhance customer satisfaction and retention while managing a high-performing team. This role involves collaboration across departments and requires strong leadership and communication skills. Enjoy a hybrid working environment and competitive compensation while making a significant impact in a dynamic software business.

Leistungen

Unlimited vacations

Paid day off on birthday

Hybrid working environment

Modern office with rooftop terrace

Choice of company laptop

Qualifikationen

• Proven experience in a customer success leadership role.
• Strong leadership skills with a track record of managing teams.
• Proficiency in German and English.

Aufgaben

• Set and execute customer success strategy.
• Manage, mentor, and grow the customer success team.
• Analyze customer data and report on success metrics.

Kenntnisse

Leadership

Communication

Analytical

Customer-focused

Ausbildung

Experience in SaaS

Jobbeschreibung

Your mission

We are seeking an experienced Head of Customer Success to lead and scale our customer success department and drive strategic initiatives that maximize customer retention, satisfaction, and product adoption. You will lead a high-performing team and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products.

Your profile

Responsibilities:

• Set and execute customer success strategy: Develop and implement strategies that enhance customer satisfaction, retention, and overall success.
• Lead the customer success team: Manage, mentor, and grow the customer success team.
• Collaborate with cross-functional teams: Work closely with sales, product, marketing, and other departments to align customer success initiatives with broader company goals.
• Analyze customer data: Regularly review customer feedback, usage data, and key performance indicators (KPIs) to identify trends and areas for improvement.
• Drive customer engagement: Develop programs and initiatives that increase customer engagement, encourage product adoption.
• Customer advocacy: Act as the voice of the customer within the organization, ensuring that customer feedback is incorporated into product development and business strategies.
• Optimize customer success processes: Continuously refine customer success processes and tools, e.g. with the help of AI to improve efficiency and effectiveness.
• Manage key accounts: Oversee relationships with strategic customers, ensuring their needs are met, and they remain loyal to the company.
• Report on customer success metrics: Provide regular reports and insights on customer success metrics to senior leadership, highlighting successes and areas for improvement.
• Risk Mitigation and Management: Proactively identify and address customer concerns or issues.
  

Our ideal candidate:

• Proven experience in a customer success leadership role, preferably in the SaaS industry.
• Strong leadership skills with a track record of managing and developing high-performing teams.
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models is a plus.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Strategic thinker, but who is also very comfortable being hands on with processes and customers.
• Excellent interpersonal skills for working with customers and collaborating with internal teams.
• Analytical mindset with the ability to interpret data and make informed date-driven decisions.
• Customer-focused approach with a passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficiency in German and English, other languages are beneficial.
• Specific M365 sector knowledge is a plus.

Why us?

Rencore offers:

• Exciting job, motivated team, space for ideas and innovations.
• Opportunity to continuously learn new things and develop yourself personally and professionally.
• Hybrid working environment (between home office and Munich office).
• Work life balance.
• Modern central office with large rooftop terrace.
• Unlimited vacations and you get a paid day off on your birthday!
• Choice of your company laptop Windows or Apple.
• You are part of a first-class internationally distributed team (business language English).
• Competitive Compensation.
  
  

This is an incredible opportunity for a talented Customer Success leader to help take a scaling software business’ Customer Success & Support capability to the next level. If you’re seeking to make an impact with a team of professionals, who take on change as a challenge, and strive to bring new ideas to life, this could be you. Let's make this happen! – Apply!
About us

Rencore is a B2B software company providing award-winning solutions essential for staying in control of Microsoft 365 cloud collaboration, AI, and No-Code/Low-Code technologies. Our customers rely on our tools to automate and speed up their everyday management, governance, risk-prevention and cost-control challenges, creating a more productive, secure and cost-efficient digital workplace.
We believe in non-hierarchical structures, empowerment and open communication. Our Team of 40 highly dedicated and motivated team members (internally called Team Awesome) do everything to enable us to enter Mach 1 speed. We are a diverse workforce working out of 6 countries, where collaboration and communication are paramount. Our people enjoy a good laugh, Bavarian pretzels and strive to win. OUR MISSION

We at Rencore firmly believe that governance can be fun! That's why we develop industry-leading tools that empower our customers to run their digital workplace confidently and responsibly.