Head of Customer Success DACH

DiliTrust; Berlin; Vor Ort; EUR 80.000 - 120.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen im Bereich Legal Tech sucht einen Head of Customer Success für die DACH-Region. In dieser Schlüsselrolle sind Sie verantwortlich für die Leitung eines dynamischen Teams, das sich auf die Optimierung der Kundenzufriedenheit und die Entwicklung von Strategien zur Kundenbindung konzentriert. Mit einer starken Führungspräsenz und umfangreicher Erfahrung im Projektmanagement werden Sie als strategischer Berater für unsere Kunden agieren und sicherstellen, dass sie den maximalen Wert aus unseren Lösungen ziehen. Diese Position bietet die Möglichkeit, in einem freundlichen, internationalen Umfeld zu arbeiten, das sich durch Innovation und Wachstum auszeichnet.

Leistungen

Telework Charter

Business Bike

Mitarbeiterempfehlungsprogramm

Qualifikationen

• Mindestens 15 Jahre Erfahrung, davon 10 in Führungspositionen.
• Starke Führungs- und Kommunikationsfähigkeiten.

Aufgaben

• Leitung des Customer Success Teams und Sicherstellung der Kundenzufriedenheit.
• Entwicklung von Strategien zur Kundenbindung und Geschäftsausweitung.

Kenntnisse

Führungskompetenz

Projektmanagement

Kundenbetreuung

Strategische Analyse

Verhandlungsgeschick

Marktkenntnis DACH

Fließend Englisch

Französischkenntnisse

Ausbildung

15 Jahre Berufserfahrung

Management-Erfahrung

Jobbeschreibung

Head of Customer Success - DACH

Ready to be part of the Legal Tech revolution?

As the leading SaaS publisher in Europe, Dilitrust is transforming legal departments worldwide with cutting-edge technology.

Our Impact: From General Meeting reports to AI-assisted contract life management, our teams across France, Spain, Italy, Canada, Mexico, and MEA are the driving force behind our global success. We are pleased to provide daily support to 2,400 customers in 64 countries, with 80% of major listed companies in major markets like Europe, North America and the Middle East.

Our Ambition: Become The 1st Legaltech worldwide. Achieve Unicorn status, with a valuation surpassing €1 billion.

Our Recognition: Dilitrust has been recognized for offering a positive and stimulating work environment. We are proud to have been awarded the "Happy at Work" and “Tech at Work” label since 2019.

What will you find at DiliTrust?

• Innovation: Be at the forefront of legal tech advancements.
• Global Impact: Collaborate with diverse teams in an international and multicultural context.
• Career growth: Grow and develop within the future unicorn of legal tech.
• Stimulating workplace: Experience the positive "Happy at Work" environment.

Your duties:

Reporting to the Chief Customer Officer (CCO), you will manage a team and oversee the team's growth. As a DACH Head of CS, you have to adapt local HQ processes, strategy, and operations.

Project Management & Customer Care:

• Ensure customer satisfaction and retention at a global scale.
• Oversee and optimize customer projects, ensuring efficient implementation, on-time delivery, and budget adherence.
• Act as a strategic advisor to customers, helping them maximize the value of our solutions and improve their satisfaction.

Account Growth & Business Development:

• Develop and execute strategies to maximize customer retention, engagement, and account expansion.
• Identify and pursue upsell and cross-sell opportunities to support growth and market expansion across Europe.
• Work closely with sales teams to enhance customer acquisition and develop long-term partnerships.

Regional Team Leadership & Performance Management:

• Lead and challenge the regional team in consulting, implementation, support, and customer relationship management.
• Train and mentor teams to improve their skills and overall performance.
• Manage a team, ensuring their professional growth and career development.

Strategic Analysis & Cross-Functional Collaboration:

• Analyze regional performance and provide strategic recommendations to optimize results.
• Collaborate with sales, marketing, and R&D teams to enhance our solutions and align them with market needs.
• Actively participate in the sales process and contribute to product evolution to meet customer expectations.

Profile required:

• 15 years of experience, including 10 in management.
• Strong leadership and winner personality.
• Strong business focus (upsell, cross-sell, churn, downsell, NRR).
• Experience in complex project management.
• Highly operational, able to resolve customer situations and provide solutions.
• Native German, fluent in English; French is a plus.
• Thorough knowledge of the DACH market/customers.
• Legaltech experience, ideally in CLM and Matter Management.

Our values:

At DiliTrust, our values guide everything we do. Trust is our foundation, ensuring transparency and integrity in every action.
We promote inclusion, fostering a culture of empathy, diversity, and belonging, where everyone's voice is valued.
We foster a hands-on spirit, encouraging initiative, resilience, and action-oriented thinking to meet challenges.
We strive for excellence, constantly pushing boundaries to drive innovation, and demonstrating generosity in all our endeavors.
Above all, we succeed as a team, united by a common goal: collaboration.

Recruitment process:

Everything goes very fast at DiliTrust! We are able to complete the entire recruitment process in less than 15 days after our first meeting!

1. Talent Acquisition
2. Hiring Director
3. German local Team

What we offer:

• Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada, as well as Dubai and Mexico).
• Our "Telework Charter" guarantees that you can find the right balance between "Onsite" and "Remote".
• Last but not least, Business Bike, Employee referral program, etc.

More info:

Location: Munich or Berlin

Seniority: +15 yrs

Type of contract: Full time, hybrid