Head of Customer Success

YOUR RESPONSIBILITIES:

• • Lead and develop our customer success and account management teams.
  • Deliver a great customer experience in the combination of platform plus team interactions to our clients.
  • Being in charge of retention and expansion and are hence the ultimate owner of all commercial discussions with our existing customer base.
  • Build a transparent, reliable and scalable customer success organization.
  • Build a two sided team for our clients and for onboarding all their partners.
  • Design the next evolution of our team set-up with specialized roles in onboarding, customer success and support.
  • You are the internal advocate for all our customers and as such collaborate closely with Product and Marketing on: development of our user communication and feature activation, development of our value messaging as well as packaging and pricing, enabling our R&D team to build the best possible client experience via high quality user insights documentation and being internal client advocacy.

• • Front row experience in building a successful and fast growing customer delivery organization.
  • Team leadership experience: you know how to identify, hire and coach a high performing team.
  • A track record in the B2B SaaS industry.
  • Proficiency in designing and implementing customer success processes and operations.
  • Familiarity with customer success tools.
  • Strong grasp of unit economics, key funnel KPIs, and their relationship to customer success.
  • Bonus points for a solid understanding of logistics, supply chain management, or operations.
  • Excellent communication skills in both German and English.

• • Being part of an exceptionally fast-growing product-led venture that’s up to something big. We are building a new type of company, a SaaS-enabled B2B network
  • A job and a team full of passion. Working alongside enthusiastic people motivates us and gives us gratitude
  • You will have lots of autonomy, flexible working hours, and a remote-first setup (optional offices in Munich and Berlin), which connects our team members across Europe
  • An extremely steep learning curve – we support your continuous development through individual learning opportunities, a diverse and international team of experts as well as experienced founders
  • With regular team events, we encourage our teams to connect within and outside of work for a great spirit
  • A phenomenal company culture, both remote and in our optional offices