Global Head of Customer Success Management (m/f/d)

Primion; À distance; EUR 90 000 - 130 000; Plein temps

Résumé du poste

A leading global solution provider seeks a Global Head of Customer Success Management to own post-sale customer outcomes. You will drive adoption, retention, and value while leading a high-performing team. The ideal candidate has over 10 years in Customer Success and is experienced in scaling teams. This role offers competitive compensation and the flexibility of remote work, aiming to enhance customer satisfaction and long-term partnerships.

Prestations

Competitive compensation

Company pension scheme

Flexible remote work policies

Advanced collaboration tools

Qualifications

• 10+ years of experience in leading post-sales/Customer Success teams.
• Expertise in subscription/SaaS/complex products, ideally within Physical Security or Workforce Management.
• Strong data and operations literacy.

Responsabilités

• Set the global CS strategy and segmentation model.
• Define and operationalize lifecycle playbooks.
• Own gross and net revenue retention targets.

Connaissances

Leading Customer Success teams

Data-driven decision making

Fluent in German

Business fluent in English

Building globally distributed teams

Outils

Gainsight

Salesforce

Description du poste

Global Head of Customer Success Management (m/f/d)

Protect What Matters.

Primion Technology is a global solution provider and market leader in Converged Security Solutions and Workforce Management. For more than 30 years, we have supported around 4,000 satisfied customers worldwide who rely on our certified solutions every day. From consulting and planning to development, installation, maintenance, and support, a team of over 470 dedicated experts works passionately to meet the highest standards.

Shape the future of global customer success! As Global Head of Customer Success Management (m/f/d), you take ownership of post‑sale customer outcomes across all products, driving adoption, value realization, retention, expansion, and advocacy. Lead a high‑performing Customer Success organization, including CSMs, renewals, onboarding, support success programs, customer education, and CX analytics – and make a measurable impact on customers and the business worldwide.

If you are a strategic, data‑driven leader with a track record of scaling Customer Success teams and delivering measurable impact, and you thrive in a collaborative, fast‑paced global environment, we want to hear from you. Apply now and join our team on a Remote‑working basis.

Responsibilities

• Set the global CS strategy and segmentation model (enterprise, commercial, long‑tail/digital).
• Define and operationalize lifecycle playbooks (onboarding → adoption → value → renewal → expansion).
• Establish success plans per account and a standard value framework tied to customer business outcomes.
• Own gross and net revenue retention (GRR/NRR) targets; co‑own expansion with Sales.
• Build digital‑led and scaled CS motions (tech‑touch, community, training, in‑product guidance).
• Stand up a CS Ops function for health scoring, forecasting, QBR standards, and instrumentation.
• Partner with Product on voice‑of‑customer and roadmap influence; close the loop with customers.
• Drive customer advocacy (references, case studies, CABs, reviews) with Marketing.
• Ensure world‑class renewals management and risk mitigation cadences.
• Build a diverse, high‑performing global team; hire/regionalise leadership; succession planning.

Success Metrics (12–18 months)

• NRR ≥ target (e.g., 115%+ enterprise; calibrated by segment).
• GRR ≥ target (e.g., 92–95%+).
• Time‑to‑value and time‑to‑onboard reduced by X %.
• Health score coverage 100 %; risk‑to‑win ratio improved by X %.
• Expansion pipeline from CS‑sourced ≥ Y %.
• CSAT/NPS up by X points; referenceable customers +Y %.
• Digital CS coverage ratio improved (e.g., 1:500+ in long‑tail).

Profile

• 10+ years of experience in leading post‑sales/Customer Success teams
• P&L responsibility with proven revenue and NRR impact
• Expertise in subscription/SaaS/complex products, ideally within Physical Security, Access Control, or Workforce Management solutions
• Build and lead globally distributed teams, with strong coaching and talent development skills
• Strong data and operations literacy
• Experience with Customer Success platforms (e.g., Gainsight, Salesforce)
• Strategic thinker: Go‑to‑Market, business cases, pricing & packaging
• Fluent in German, business fluent in EnglishExecutive presence and collaborative leadership style

Benefits

What makes working with us great?

• Impact: Lead the Customer Success function globally, directly shaping enterprise customer outcomes and driving measurable business growth. Your work ensures high customer satisfaction, retention, and long‑term partnerships.
• Innovation: Implement cutting‑edge CS strategies, platforms, and analytics to optimise processes, improve customer experience, and continuously raise the bar in SaaS success.
• Excellence: Build and mentor a high‑performing, diverse team, fostering a culture of professional growth, best‑practice sharing, and operational excellence.
• Growth: Gain exposure to global markets, cross‑functional collaboration with Sales, Product, and Marketing, and opportunities to shape strategic initiatives at the executive level.
• Collaboration: Work with talented, passionate colleagues across multiple regions and cultures, promoting knowledge sharing and collective problem‑solving.
• Modern Working Environment: Flexible, remote‑friendly policies supported by advanced collaboration tools to balance productivity and work‑life integration.
• Benefits: Competitive compensation, a company pension scheme and capital‑forming benefits, as well as options on occupational and company medical topics.

Important note

Please be advised that a valid work permit for Germany is required for non‑EU citizens. Unfortunately, applications without a valid work permit and sufficient German language skills may not be considered.