Head of Customer Success (f/m/x) Germany

Lead and inspire the Customer Success team by driving strategy, shaping processes, selecting and optimizing the right tools, and delivering impactful training and development. You will own headcount planning and be fully committed to supporting each team member’s personal and professional growth.

• Expected outcomes in 3-6 months:
  • Improve Customer Onboarding & Activation by reducing Time to Go-Live (TTGL) through building a strong onboarding program.
  • Drive Engagement & Adoption Processes to increase customer value adoption (Time to First Value, TTFV) by creating and executing account strategies and roadmaps, as well as conducting user training for new product features.
• Expected outcomes in 12-18 months:
  • Secure Renewals & Retention by avoiding downsells and churn, maintaining a high gross revenue retention.
  • Master Expansion Development and support Revenue Growth: Play an integral role in driving 2x ARR growth by creating qualified upsell & cross-sell opportunities and collaborating with the Sales team for closing.
  • Improve foundational processes and prepare the Post-Sales Customer Journey and GTM motion for scaling.

We offer you the opportunity to

• Join an authentic, supportive, and inspiring culture in an Industrial B2B SaaS start-up committed to our values.
• Work within a flat hierarchy with direct collaboration with Product, Sales, BizDev, and reporting directly to the Founder & CCO.
• Support our US Business with Customer Success initiatives aligned with our US revenue leader.
• Strengthen the SPARETECH network through events like the yearly SPARETECH Summit and foster cross-customer collaboration.
• Become a trusted advisor to customers, guiding them through internal barriers and championing their success.
• Set performance metrics and mentor others in analyzing customer data to validate strategies and improve Customer Success outcomes.
• Operate in a dynamic environment where you can get things done and execute daily challenges with a hands-on mentality and creativity.

Become a part of our team if you

• Have 10+ years of experience in Customer Success.
• Possess substantial experience and understanding of org design, Customer Success coverage models, and customer segmentation at early-stage companies (post-Series A, €10m-€40m ARR).
• Know how to reduce time-to-value, drive business expansion, and operate at high net retention rates with low churn in B2B SaaS Enterprise segments.
• Are highly self-directed and operationally focused, able to lead by example and own multiple responsibilities.
• Understand the manufacturing industry with direct experience in factory environments.
• Can build trust and rapport with key decision-makers and are willing to travel 2-4 times per month for customer engagement.
• Recognize customer concerns, proactively address objections, and have solutions ready in advance.
• Are skilled in fostering collaborative relationships through events and networking.
• Mentor teams in emotional intelligence, creating empathetic conversations, and building credibility and trust.
• Are fluent in German and English; residency in Germany is required.
• Nice to haves: Knowledge of the industrial MRO industry, a Master's degree in engineering, consulting background, and location in Munich or Stuttgart.

You can expect

• A flexible, remote-friendly company environment, allowing you to work from home, Stuttgart, Munich, or any Design Office in Germany.
• A permanent employment contract, 30 days of vacation, and participation in the company's success via our VSOP program.
• Modern hardware and a height-adjustable desk frame.
• An annual professional development budget of €1000.
• In Germany: subsidized job bike and Wellpass gym membership.
• A dynamic startup atmosphere with an international team that values new ideas, creativity, and collaboration.
• Access to Corporate Benefits, including discounts on fashion, travel, and more.

About SPARETECH

SPARETECH's vision is to empower the zero-waste industrial sharing economy by enabling factory operators like BOSCH, PORSCHE, and AIRBUS to no longer store spare parts in inventories but to receive parts when needed. We are building a data-driven platform that connects factory operators and suppliers across industries worldwide, aggregating product data from various sources to facilitate efficient parts search and data enrichment. Having successfully closed a €10 million Series A round led by Insight Partners, we are accelerating our growth. Our inclusive and collaborative culture, along with our energetic team, is reflected in our 4.9-star Kununu ratings.

At SPARETECH, we believe in equal opportunities for everyone, regardless of background, beliefs, gender, or orientation.