Senior Director, Customer Success

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

📋 Description

• Take ownership of and drive GRR and NRR within the Brands customer base.

• Create clear frameworks for renewal readiness and risk management.

• Actively identify risks of churn and downsell, leading mitigation strategies.

• Collaborate with Account Executives to facilitate renewals and expansion by utilizing insights from customer health, adoption, and outcomes.

• Develop and expand the customer advocacy program, which includes references, case studies, executive sponsorship, and event participation.

• Cultivate and sustain senior-level relationships with key stakeholders in customer accounts.

• Serve as an executive sponsor for strategic accounts when appropriate.

• Ensure robust post-go-live adoption, engagement, and realization of value across accounts.

• Lead, mentor, and develop Customer Success Managers.

• Establish clear goals, responsibilities, and KPIs that align with retention, growth, and advocacy.

⛳️ Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, Management, or equivalent experience.

• Over 10 years of experience in Customer Success leadership roles, ideally within B2B SaaS.

• Demonstrated success in driving retention, expansion, and customer advocacy.

• Experience in leading and scaling Customer Success teams.

• Strong commercial acumen with practical experience in supporting renewals and upselling activities.

• A data-driven mindset with the capability to analyze customer health, usage, and financial metrics.

• Excellent people-leadership and stakeholder-management abilities.

• Strong written and verbal communication skills suitable for executive-level interactions.

• Comfortable working in a dynamic, outcome-focused environment.

• Willingness to travel approximately 15–25% of the time.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development