Head of Customer Success (m/f/d)

Cozero; Berlin; Hybrid; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

A climate tech startup in Berlin is seeking a Head of Customer Success to lead a team focused on customer engagement and satisfaction. In this role, you will develop effective processes to enhance customer success capabilities and drive operational excellence. The ideal candidate will have extensive SaaS experience, a strong analytical mindset, and the ability to communicate fluently in English and German. This position offers a hybrid work environment with a competitive salary and excellent benefits.

Leistungen

27 vacation days

500 EUR annual development budget

500 EUR home office setup

100 EUR monthly coworking budget

VSOP (Virtual Stock Options)

Regular team events

Qualifikationen

• 5+ years of experience in Customer Success, Account Management, or Consulting, including 1+ year in a leadership position.
• Experience with data-heavy products in a B2B environment.
• Strong ability to think strategically and operationally.

Aufgaben

• Lead and develop a team of 5, including Customer Success Managers and Support.
• Define and implement scalable Customer Success processes and KPIs.
• Apply a consultative approach with mid-market to enterprise clients.

Kenntnisse

SaaS experience

Analytical skills

Process thinking

Project management

Fluent in English and German

Jobbeschreibung

About us - Join our mission to fight climate change

Do you want to be part of one of Europe's fastest-growing climate tech startups? We are looking for a Head of Customer Success (m/f/d) with a strong growth mindset to tackle the day‑to‑day challenges of building and growing a business.

In this unique role, your mission is to stabilize and elevate our Customer Success function — transforming it from reactive support into a data‑driven, strategic partner for our customers.

If you're excited about building an economy where every company creates an impact for a sustainable world and empowering companies to decarbonize and boost their business performance, we’d love to hear from you!

🎯 What you'll do

• Lead and develop a team of 5, including 3 Customer Success Managers, Customer Support, and a Customer Success Engineer.

• Define and implement scalable CS processes and KPIs, including:

  • Customer revenues, retention, NRR

  • Customer health score

  • Book‑of‑business per CSM

  • Onboarding criteria

• Stay operationally involved in customer management — get hands‑on when needed to support accounts and ensure smooth operations.

• Apply a high‑touch, consultative approach with mid‑market to enterprise clients, balancing strategic guidance with operational excellence.

• Manage and resolve escalation cases, clearly distinguishing between software support issues and larger consulting/advisory needs.

• Build credibility in carbon accounting and sustainability standards (GHG Protocol, ISO 14067) and reporting frameworks (SBTi, CDP, TCFD), understanding the complexity of emission data to act as a trusted partner for clients.

• Drive cross‑functional collaboration with Sales, Marketing, Product, and Tech teams to ensure structured feedback loops, align customer outcomes, and close gaps in the customer journey.

• Strategically develop customer accounts, defining clear operational milestones to help clients integrate carbon controlling into their core business strategy.

• Lead by example: be an expert in Customer Success, demonstrating what excellent client experience looks like and how to scale it in a B2B SaaS environment.

⭐ What you bring to thrive in this role:

• Hands‑on SaaS experience (Data heavy products, B2B, Series A+ stage) with exposure to enterprise accounts.

• 5+ years of experience in Customer Success, Account Management, or Consulting, including 1+ year in a leadership position.

• Strong analytical and process‑thinking skills, capable of building a KPI‑driven CS organization.

• Experience in project management and presenting complex ideas (PowerPoint/executive reporting).

• Interest in the decarbonization space, especially Scope 3‑heavy industries such as manufacturing or logistics.

• Ability to think strategically and operationally, turning customer insights into structured plans.

• Experience in digital transformation or change management is a plus.

• Fluent in English and German, with outstanding communication skills across all levels — from C‑level executives to operational champions.

💚 Why join Cozero?

• Real impact - Your work directly reduces carbon emissions at scale. Not theoretical, actual tons of CO₂.

• Right timing - Series A funded (€6.5 M from Kvanted and ENV), growing fast, working with enterprise customers who trust us with their decarbonization journey.

• Exceptional team - Work directly with our founders Helen, Fabian, and Tiago. Multicultural, collaborative, and actually passionate about climate action—not just talking about it.

• You’ll grow fast - Flat hierarchy. Your ideas ship. Direct impact on product and strategy.

📍 Where You'll Work

Hybrid or Remotely within Germany

Ideally based in: Berlin, Hamburg, Bonn/Cologne, Munich.

🌱Compensation & Benefits

Salary Range

€80,000 – €100,000 per year (excluding VSOPs)

We publish our salary bands publicly so everyone, including our team, can see we're being fair and transparent. During interviews, we'll talk through where you'd land in this range based on your experience.

Benefits

• 27 vacation days + 1 day life event leave (Wedding, Birth of child etc.)

• 500 EUR annual learning and development budget

• 500 EUR one‑time home office setup

• 100 EUR monthly coworking budget (for those outside Berlin headquarters)

• VSOP (Virtual Stock Options) - share in Cozero's success

• Regular team events every year

We're committed to building diverse teams and creating an inclusive workplace. We welcome applications from all qualified candidates regardless of ethnic origin, gender, religion or belief, age, or sexual identity. Our recruitment process is fair, objective, and based solely on the skills and qualifications required for this role.