Head of Customer Success Management

This is a fully remote position, open to applicants in Germany.

📋 Description

• You will strategically enhance the entire Customer Success function — from processes and playbooks to team structure.

• You will separate service quality from team size by implementing AI-driven workflows, automations, and self-service options.

• You will create a performance dashboard that transforms satisfaction, usage, and placement data into actionable management insights.

• You will lead the CS team both in terms of discipline and professionalism — aiming to develop individuals, not merely delegate tasks.

• You will foster an environment where feedback is direct, expectations are clear, and performance is transparent.

• You will design scalable onboarding processes that engage participants from day one and guide them throughout their learning journey.

• You will be accountable for key KPIs: NPS, onboarding completion rate, course completion rates, first response time, and resolution time.

• You will collaborate closely with Sales, Product, and Operations — serving as the strategic voice of the customer perspective.

• You will maintain essential stakeholder relationships, including those with job centers, and ensure adherence to relevant quality standards.

⛳️ Requirements

• A minimum of 5 years of leadership experience in a Customer Success, account, or customer-facing role — ideally with experience leading team leads.

• Demonstrated experience in building and scaling Customer Success frameworks: processes, playbooks, and automations.

• Strong understanding of KPIs: NPS, churn, CSAT, SLA compliance, and onboarding metrics are well-known to you.

• Proficient in using CS platforms such as HubSpot, Intercom, or Zendesk, along with AI-driven workflow tools.

• Degree in Business Administration, Business Informatics, Organizational Psychology, or a similar qualification with relevant professional experience.

• Experience in EdTech, SaaS, or B2C environments with high levels of interaction is advantageous.

• Knowledge of the subsidized education market (BGS, AZAV) is a plus, though not mandatory.

🏝️ Benefits

• Monthly benefits budget of €100: flexibly usable for Urban Sports Club, internet allowance, meal subsidies, various vouchers, and more.

• 60 days of workation per year (subject to usual restrictions due to data protection, social security, and tax law).

• 31 paid vacation days. If you require an extended break, we can flexibly increase this up to 50 days.

• High-quality Apple equipment and modern tools.

• Professional onboarding: even if we don't interact every day, you'll be fully integrated from day one.

• Travel support: we organize and cover the costs for our regular strategy and team events.