Head of Customer Success

Rencore; München; Hybrid; EUR 80.000 - 120.000; Vollzeit

Benefits dieser Stelle

Unlimited vacations

Paid day off on your birthday

Hybrid working environment

Modern office with rooftop terrace

Competitive compensation

Zusammenfassung

A software company in Munich is seeking an experienced Head of Customer Success to lead and scale their customer success department. The role involves developing strategies to maximize customer retention and satisfaction, managing a high-performing team, and collaborating across departments. The ideal candidate has a strong leadership background in SaaS and excellent communication skills in both German and English. This position offers a hybrid work model and competitive compensation.

Qualifikationen

• 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.
• Customer-focused approach with a passion for delivering exceptional customer experiences.

Aufgaben

• Develop and implement strategies that enhance customer satisfaction and retention.
• Manage, mentor, and grow the customer success team.
• Work closely with sales, product, and marketing to align initiatives.

Kenntnisse

Leadership skills

Customer-centric approach

Analytical mindset

Communication skills

German proficiency

Team collaboration

Ausbildung

Experience in a customer success leadership role

Jobbeschreibung

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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 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.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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