Head of Customer Success (f/m/d)

  • CA Customer Alliance GmbH
  • Berlin, Germany
  • Jan 23, 2020
Full time B2B Computer Software Customer Service Customer Success General Business Hospitality-Hotel Information Technology Management Post-Sales Professional Services

Job Description

Customer Success is crucial to a SaaS business with a recurring revenue business model like Customer Alliance. The Head of Customer Success will materially strengthen the capacity for growth of the company by maintaining a strong retention rate and drive upsells to achieve net negative MRR churn.

Your Responsibilities:

  • Establish strategies, plans and be responsible for their successful execution
  • Drive results
    • Keep retention at 90%+
    • Drive upsells
    • Maintain and drive the team’s happiness
    • Measure and improve Customer Satisfaction Scores at important milestones of the customer journey
  • Build & lead a world class Customer Success team
    • Structure the existing team of 20 Customer Success Managers
    • Build territories, processes and methodology
    • Build remuneration and career advancement structure
    • Create rapid onboarding process for new hires and enable continuous learning within your teams
  • Define and optimise our customer lifecycle
    • Standardize each point in the journey within your first 120 days
    • Define segmentation of customer base and methodologies for retention and upsell
  • Measure the effectiveness of the Customer Success department
  • Provide direction to the team by offering guidance on Customer Account Management strategies, tools and approaches with their strategic accounts
  • Coach our Enterprise Customer Success Managers on project management for our largest clients
  • Align with the product team on deliverables for our clients
  • This position reports directly to our Chief Revenue Officer

You Are:

  • A proven leader
    • Hands-on & trustworthy: successfully coaches people to excellence on the Customer Success craft, effectively recruits and motivates people, as well as shapes the leaders of tomorrow in a high velocity, high activity growth driven company
    • Pragmatic: outstanding at building strategies, communicating them and driving execution
    • Dedicated to your team’s success: Able to roll up your sleeves and do what is needed for the success of your team: jump in when needed to save a difficult customer situation, build relationships with our most important clients, etc…
  • Experienced
    • 3 to 7 years experience in client-facing team leadership and account management, account relationship strategy experience
    • B2B SaaS background required
    • You come with your book of best practices
    • Strong grounding in a SaaS based recurring revenue and growth business model; seasoned in understanding value drivers in a recurring revenue business
  • Energetic and creative. The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.
  • A team player. Delivers amazing results through cross team collaboration.
  • A performer. Consistent track record of over-achievement of goals and quota.

What We Offer:

  • An international team and great atmosphere with regular events such as Friday evening beers, table soccer, ping pong, and team-building measures
  • Home office once a week and flexible working hours
  • Private company pension plan
  • Structured on-boarding plan with your own buddy to support your daily workflow
  • Regular feedback meetings
  • Up to 30 days of vacation, earning 1 additional vacation day each year of employment
  • One sabbatical month after each year of employment
  • After 2 years Master Card with a credit
  • Great cooperation with different partners for employee discounts
  • Yearly education budget of 1.000€ for job-related training (after 6 months of employment)