Head of Customer Success Management

Quadient; München; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

A leading technology firm in Munich is seeking a Head of Customer Success Management to enhance customer satisfaction and retention in the Central Europe & International region. This strategic role involves leading a team, optimizing processes, and building strong customer relationships to ensure clients maximize their software investments. Ideal candidates will have strong leadership experience and a customer-first mindset.

Qualifikationen

• Proven experience in customer success or related field.
• Strong leadership and team development skills.
• Ability to analyze and leverage data for strategic decision-making.

Aufgaben

• Lead customer success strategy and execution in the CE&I region.
• Drive customer onboarding and retention efforts.
• Monitor and report on key customer success metrics.
• Build relationships with enterprise customers and conduct health checks.
• Recruit, mentor, and lead Customer Success Managers.

Kenntnisse

Leadership

Customer relationship management

Data analysis

Process optimization

Strategic planning

Jobbeschreibung

Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

We are looking for a strategic and customer‑obsessed leader to take on the role of Head of Customer Success Management for the Central Europe & International (CE&I) region. This position plays a critical role in driving customer satisfaction, retention, and growth by ensuring clients maximize the value of our software solutions.

You’ll lead a high-performing team of Customer Success Managers, drive operational excellence, and work cross‑functionally to deliver exceptional post‑sale experiences that drive adoption, loyalty, and long‑term value.

Customer Success Strategy & Execution

Lead regional customer success strategy aligned with business goals.

Drive onboarding, adoption, retention, and expansion efforts.

Monitor key success metrics including renewal rates, churn, CSAT, NPS, and CLTV.

Develop and maintain customer journey playbooks and success plans.

Customer Relationship Management

Build and maintain strong relationships with key enterprise customers.

Conduct regular business reviews and customer health checks.

Act as a customer advocate internally and manage escalations effectively.

Process Optimization & Insight

Leverage tools and data to optimize customer segmentation and engagement.

Champion continuous improvement of processes, tools, and best practices.

Stay ahead of industry trends and share insights with internal stakeholders.

Reporting & Strategic Support

Provide accurate and timely reports, forecasts, and insights.

Support strategic initiatives and drive outcomes for large enterprise accounts.

Team Leadership & Development

Recruit, mentor, and lead a team of high‑performing Customer Success Managers.

Set clear performance goals and create a collaborative, customer‑first culture.

Promote Quadient’s values of Empowerment, Passion, Inspiration, and Community.