Head of CSM (DACH) - Lead Growth & Adoption

Miro; Greater London; On-site; GBP 100,000 - 180,000; Full time

Job summary

United States Digital Space LLC is seeking a Head of Customer Success for the DACH region. You will lead a team of experienced CSMs, partner with Sales and cross-functional teams to enhance adoption, retention and expansion, and own revenue forecasting.

The role focuses on AI-driven transformation and scalable customer success in a high-growth B2B SaaS environment. You will report to the Head of Customer Success EMEA and collaborate with regional leaders to optimize processes and customer

Qualifications

• 5+ years of management experience leading High Touch Customer Success or other core account management teams at a high-growth B2B SaaS organization.
• 2 years in Consulting
• Fluent in German
• Hiring, training, and enabling CSMs, coaching especially on consultative advising and selling
• A solid understanding and great foundation in Customer Success norms, processes, and KPIs
• Excellent communication skills, ability to establish relationships at exec level and work cross-functionally
• Excellent ability to identify and resolve problems in fast pace environment
• Good understanding of AI transformation, Enterprise SaaS applications and collaboration technology
• Comfortable and willing to be a hands-on contributor
• Analytical approach: analyse data and turn that into strategy & execution. Coach your team on how to prioritize & execute using data

Responsibilities

• Coach and lead the team of CSMs serving our DACH customers
• Partner with primarily sales and other customer experience teams to help improve customer lifetime value (CLV) through higher product adoption, health scores, customer satisfaction, retention and expansion
• Manage the team to maintain hygiene in account data, health, and other important indicators
• Own your team’s revenue and health forecasting
• You will build and maintain executive relationships for selected accounts in your team’s portfolio
• Continuously help innovate via AI transformation and improve processes, practices and assets to deliver consistently better customer success in a scaling business

Skills

Leadership

Consulting experience

German language

CSM management

Executive communication

Data analysis

Cross-functional collaboration

Job description

United States Digital Space LLC is seeking a Head of Customer Success for the DACH region. You will lead a team of experienced CSMs, partner with Sales and cross-functional teams to enhance adoption, retention and expansion, and own revenue forecasting.

The role focuses on AI-driven transformation and scalable customer success in a high-growth B2B SaaS environment. You will report to the Head of Customer Success EMEA and collaborate with regional leaders to optimize processes and customer