deskbird

Director of Customer Success

deskbird

full-time

Posted on:

Location Type: Hybrid

Location: Munich • Germany

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Job Level

Lead

About the role

  • Inherit a talented, high-energy team and a loyal customer base.
  • Professionalize and scale the operation from €10m to €50m ARR.
  • Audit, document, and rebuild customer journeys across onboarding, renewal, and expansion.
  • Design a Digital CS (tech-touch) motion for high-volume segments and a white-glove motion for key accounts.
  • Own the “source of truth,” partnering with Operations and Finance to ensure CRM and CS tools are accurate.
  • Mentor a young, driven team into world-class Customer Success Managers.

Requirements

  • 7+ years of experience in B2B SaaS Customer Success, with direct exposure to scaling an organization from roughly €10m to €50m ARR.
  • Proven experience managing both high-volume customer bases (1,000+ customers via automation and tech-touch) and high-touch enterprise relationships.
  • Comfortable owning NRR, GRR, and expansion targets.
  • Strategic thinker with hands-on ability in process design and workflow mapping.
  • Clear, confident communicator in German (Native/C1) and English, engaging with C-level stakeholders and supporting junior CSMs.
Benefits
  • Grow fast: Join Europe’s leading workplace management software company and accelerate your career development.
  • Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
  • Team “Bursts”: Unlimited opportunities to collaborate with your team in person.
  • Home office support: Financial contribution to set up a comfortable, productive home office.
  • Learning & development: Annual budget for coaching, certifications, and conferences.
  • Hub visit: Yearly sponsored trip to one of our hubs.
  • Generous annual leave: Plenty of time off to recharge.
  • Joy budget: Annual budget to spend on activities that spark joy, connection, and shared energy.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaSCustomer Successprocess designworkflow mappingautomationtech-touchhigh-touchNRRGRRexpansion targets
Soft Skills
strategic thinkingcommunicationmentoringteam leadershipcustomer engagement