Head of Customer Success & Support - Remote

Overview

We are seeking an experienced Head of Customer Success & Support to lead and scale our customer success and support department and drive strategic initiatives that maximize customer retention, satisfaction, and product adoption. You will lead a high-performing team and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products.

In Short

• Set and execute customer success strategy to enhance satisfaction and retention.
• Lead and mentor the customer success and support team.
• Collaborate with sales, product, and marketing teams.
• Analyze customer data to identify trends and areas for improvement.
• Develop programs to increase customer engagement and product adoption.
• Act as the voice of the customer within the organization.
• Refine customer success processes and tools.
• Manage relationships with strategic customers.
• Provide regular reports on customer success metrics.
• Proactively identify and address customer concerns.

Requirements

• Proven experience in a customer success leadership role, preferably in SaaS.
• Strong leadership and team management skills.
• Deep understanding of software businesses and subscription models.
• Excellent communication skills for C-level conversations.
• Strategic thinker with hands-on experience.
• Excellent interpersonal skills for collaboration.
• Analytical mindset for data-driven decisions.
• Customer-focused approach with a passion for exceptional experiences.
• Ability to thrive in a fast-paced environment.
• Proficiency in German and English; other languages are beneficial.

Benefits

• Exciting job with a motivated team and space for ideas.
• Opportunities for personal and professional development.
• Hybrid working environment between home office and Munich office.
• Work-life balance.
• Modern office with a large rooftop terrace.
• Unlimited vacations and a paid day off on your birthday.
• Choice of company laptop (Windows or Apple).
• Part of an internationally distributed team with English as the business language.
• Competitive compensation.