Head of Customer Success & Support - Remote

Overview

Are you passionate about leading teams, deepening customer relationships, and creating sustainable success? Then you are exactly right with us! For our growing B2B SaaS company, we are looking for a Head of Customer Success & Support who will inspire our customers and strategically and operationally elevate our Customer Success Team to the next level – completely remote.

In Short

• Initiate Customer Success measures and sustainably develop account management.
• Lead and mentor a 5-member team in their operational support and customer success activities.
• Shape the increasing focus on a proactive, goal-oriented customer success approach.
• Establish scalable processes, playbooks, and tools for customer onboarding, health monitoring, and renewals.
• Define and be responsible for relevant KPIs (e.g., NRR, Churn, NPS) and derive actions for the team and organization.
• Work closely with Product, Sales, and Marketing to convey and implement customer needs holistically.

Requirements

• Several years of experience in Customer Success Management, Account Management, or Consulting – preferably in a B2B SaaS environment.
• Initial leadership experience with responsibility for teams and processes.
• Solid understanding of the dynamics of B2B customer relationships, SaaS metrics, and customer lifecycle management.
• Strategic thinking combined with a hands-on mentality.
• Strong communication skills, empathy, and a high standard of customer orientation.
• Very good German skills (at least C1) and good English skills.

Benefits

• 30 days of vacation and permanent employment contracts.
• Remote First Company – Work from anywhere in Germany!
• Support for home office setup.
• Opportunities, freedoms, and co-design options of a startup combined with the security of a well-established company for over 20 years.
• Flexible working hours – No core working hours, just coordinate with the team.
• Choose between Windows or Mac!
• 50 EUR monthly voucher for various benefits or Urban Sports membership.
• Open team- and results-oriented culture.
• Regular workshops, lunches, and events for team building.
• Individual retirement plans.