Head of Customer Success Management, SaaS

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

📋 Description

• Strategically advance the customer success area and establish a proactive, scalable, and future-proof support system for existing clients.

• Ensure that clients derive maximum value from WOWIPORT, identify optimization potentials, and promote the use of solutions.

• Develop initiatives to enhance customer satisfaction, client retention, and long-term collaboration.

• Establish meaningful KPIs and reporting structures, analyze metrics, and derive specific improvement measures.

• Lead the customer success team, evolve roles, standards, and workflows, and sustainably expand the area.

• Connect customer success with product management, customer consulting, support, project management, sales, and marketing.

• Establish structures to systematically integrate customer needs and feedback into the company and translate them into improvements.

• Collaborate with the team to identify growth opportunities with existing clients, develop customer relationships, and introduce additional solutions and modules.

• Report directly to the Chief Sales Officer (CSO).

• Travel approximately 20-30% within Germany for personal exchanges with clients and colleagues.

⛳️ Requirements

• Several years of experience in team leadership.

• Proven experience in successfully managing and developing existing clients.

• Experience in a SaaS, software, or technology-driven environment.

• Understanding of the establishment and advancement of scalable customer success processes.

• Ability to strategically develop and successfully implement structures, processes, and standards.

• Confident communication with clients, employees, and internal interfaces.

• High degree of personal responsibility, initiative, and willingness to shape.

• Organized work style and prioritization ability in dynamic situations.

• Enjoyment of cross-departmental collaboration and relationship building.

• Willingness to travel approximately 20-30% within Germany.

🏝️ Benefits

• Trust-based working hours.

• Remote work options.

• Workation opportunities.

• Sabbaticals.

• 30 vacation days plus the option for 20 additional flexible vacation days.

• After-work parties.

• Kicker table.

• Fitness room and additional sports offerings (wellhub).

• Table tennis.

• Kids-office.

• Refrigerators stocked with drinks, snacks, and fruits.

• Espresso machine.

• Company car for private use.

• Support in financing HypoBikes.

• Subsidy for the Deutschlandticket.

• Choice or co-determination of hardware.

• Independent and results-oriented work without micromanagement.

• Employee discounts.

• Company pension scheme.

• External employee counseling.

• Option to bring your dog to the office.