Head of Customer Success and Implementation

This is a fully remote position, open to applicants in Germany, +2 more countries.

📋 Description

• Take ownership of the implementation process by guiding enterprise customers from signed contracts to live production, collaborating closely with our customer engineering team. This involves defining each deployment and designing integrations with their helpdesk and workflows (such as Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, etc.), ensuring that their AI agents successfully handle real conversations.

• Ensure that customers achieve live status and realize value—success is not merely a kickoff call; it is about customers automating at scale in production and renewing due to undeniable ROI. You will prioritize go-live as the key metric and eliminate any obstacles between contract signing and successful implementation.

• Manage intricate enterprise cycles by closely collaborating with sales and engineering through lengthy, high-stakes deals involving multiple stakeholders, security assessments, data migrations, and legacy systems, while keeping both business and technical stakeholders aligned from pre-sales scoping to post-sales expansion.

• Create the playbook and subsequently build the team—document successful strategies into a repeatable implementation methodology, then hire and lead the Customer Success and Implementation team across Europe, mentoring them to meet the high standards you have established.

• Act as the voice of the customer by translating insights gained from frontline experiences into improved onboarding processes, a superior product, and enhanced retention strategies, working directly with our founders and engineers who engage with customers daily.

⛳️ Requirements

• 8–10+ years of experience in customer success, implementation, professional services, or solutions and onboarding leadership within an enterprise B2B SaaS company, demonstrating substantial expertise in technical implementation.

• A proven history of personally managing complex enterprise deployments from start to finish, including integrations, APIs, data migrations, and successfully transitioning customers into live production.

• The ability to serve as a player-coach: actively delivering results today while also hiring and developing a team for tomorrow.

• Experience in navigating lengthy, complex enterprise sales and deployment cycles while managing senior stakeholders on both the customer and internal sides.

• Proficiency with CRM and support tools (Salesforce, HubSpot, Zendesk, Intercom, Freshdesk) as well as familiarity with the modern AI tools your team will utilize.

• Located in Western Europe—preferably Germany, the United Kingdom, or the Netherlands—capable of working during CET business hours and willing to travel to customers as needed.

• Experience in establishing a Customer Success or Implementation function from an early stage rather than merely joining an existing mature one.

• Domain expertise in AI, customer support, fintech, or enterprise support operations.

• Proven experience in directly influencing retention and expansion targets.

🏝️ Benefits

• Flexible paid time off

• Medical, dental, and vision benefits for you and your family

• Parental leave

• Fertility and family-building benefits

• Top-tier work equipment and home-office setup