Description

In this high-impact leadership role, you will shape and elevate the Customer Success function during a key stage of organizational evolution, defining what best-in-class customer outcomes look like. You will act as a player-coach, managing a strategic DACH portfolio while building scalable frameworks for onboarding, adoption, and retention. Your work will directly influence gross revenue retention, customer satisfaction, and long-term product value realization.

Requirements

• 3–5+ years of experience in Customer Success or related post-sale roles in SaaS or high-growth tech environments
• Proven track record of managing enterprise accounts, improving retention (GRR/NRR), and driving customer value realization
• Experience in a leadership or team lead capacity, ideally in a remote or distributed organization
• Strong analytical mindset with the ability to interpret health signals, define KPIs, and build structured success frameworks
• Experience designing or improving CS playbooks, including onboarding, churn prevention, and escalation management processes
• Ability to collaborate cross-functionally with Product, RevOps, and commercial teams to drive business outcomes
• Fluent in German and English (mandatory)
• Comfortable working autonomously in a fast-paced, fully remote international environment

Responsibilities

• Define and scale the Customer Success operating model
• Actively manage high-value customer relationships in a player-coach capacity
• Build the foundations of a structured, data-driven success organization
• Ensure consistent value delivery across the customer lifecycle
• Architect and refine the Customer Success operating system
• Manage a strategic portfolio of DACH enterprise customers
• Drive measurable outcomes such as retention and expansion readiness
• Design and standardize value delivery practices
• Develop proactive churn prevention and risk mitigation systems
• Lead CS team rituals such as portfolio reviews and performance tracking
• Partner closely with Account Management, RevOps, and Product teams
• Translate customer insights into actionable product and roadmap recommendations