Head of Customer Success

Location : Remote-first or Hybrid (Berlin HQ)

Annapurna is proud to be partnering with a rapidly growing B2B SaaS startup operating in the AI and supply chain optimisation space for the retail industry.

This role is ideal for a hands on Customer Success leader who thrives in high-growth environments and is ready to build and scale a customer success function across multiple European markets.

• Employment Type : Permanent
• Experience : 5+ years in Customer Success, including leading a team in a fast-growing startup
• Start Date : ASAP
• Languages : Native-level German and fluent English (French a bonus)
• Reports To : CEO

Responsibilities

• Lead and scale the Customer Success organisation across Europe
• Own the onboarding of complex B2B clients with multiple technical and stakeholder touchpoints
• Support enterprise retailers with successful adoption of a SaaS-based AI platform
• Drive client retention and account expansion, with direct responsibility for upsell and renewal metrics
• Act as the voice of the customer internally, influencing product and commercial strategies
• Develop scalable playbooks, tools, and processes for the CS function
• Hire and develop a high-performance Customer Success team
• Maintain close collaboration with Sales, Product, and Tech teams
• Regularly present success metrics and insights to both internal leadership and client stakeholders

Your Profile

• Proven experience leading Customer Success in an early-stage (Series A or earlier) B2B SaaS company
• Demonstrated success managing complex, enterprise-level onboarding projects
• Comfortable carrying a quota related to upsell, retention, or churn
• Strategic thinker with strong project management skills and a high level of numerical literacy
• Able to communicate and build trust with stakeholders from operational to C-suite level
• Hands-on leadership style – willing to contribute directly when needed
• High flexibility and willingness to travel frequently within the DACH and Benelux regions
• Driving license required

Why Join?

• Join a high-growth company making a real impact in the retail industry
• Remote-friendly culture with optional access to a Berlin office
• Meaningful equity package and fast-track career progression
• Multicultural team environment across Europe
• Contribute to cutting-edge AI applications solving real-world retail challenges