primion Technology GmbH

Global Head of Customer Success Management – m/f/d

primion Technology GmbH

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇪 Germany

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Job Level

Lead

Tech Stack

Go

About the role

  • Set the global Customer Success strategy and segmentation model (Enterprise, Commercial, Long-tail/Digital).
  • Define and operationalize lifecycle playbooks (onboarding → adoption → value → renewal → expansion).
  • Establish success plans for each account and a standardized value framework tied to customer business outcomes.
  • Own gross and net revenue retention (GRR/NRR) targets; co-own expansion initiatives with Sales.
  • Build digital-led, scalable Customer Success motions (tech-touch, community, training, in-product guidance).
  • Stand up a CS Ops function for health scoring, forecasting, QBR standards, and instrumentation.
  • Partner with Product on voice-of-customer, influence the roadmap, and close the loop with customers.
  • Drive customer advocacy programs (references, case studies, CABs, reviews) in partnership with Marketing.
  • Ensure world-class renewals management and risk-mitigation cadences.
  • Build a diverse, high-performing global team; recruit and regionalize leadership; and implement succession planning.

Requirements

  • 10+ years of experience leading post-sales/Customer Success teams
  • P&L responsibility with demonstrable impact on revenue and NRR
  • Expertise in subscription/SaaS and complex products, ideally in Physical Security, Access Control, or Workforce Management solutions
  • Proven ability to build and lead globally distributed teams, with strong coaching and talent development skills
  • Strong data and operations literacy
  • Experience with Customer Success platforms (e.g., Gainsight, Salesforce)
  • Strategic thinker with experience in Go-to-Market strategy, business case development, and pricing & packaging
  • Fluent in German; business-fluent in English; executive presence and a collaborative leadership style
Benefits
  • Impact: Lead the Customer Success function globally, directly shaping enterprise customer outcomes and driving measurable business growth.
  • Innovation: Implement cutting-edge CS strategies, platforms, and analytics to optimize processes, enhance customer experience, and continuously raise the bar in SaaS success.
  • Excellence: Build and mentor a high-performing, diverse team, fostering a culture of professional growth, best-practice sharing, and operational excellence.
  • Growth: Gain exposure to global markets, cross-functional collaboration with Sales, Product, and Marketing, and opportunities to influence strategic initiatives at the executive level.
  • Collaboration: Work with talented, passionate colleagues across multiple regions and cultures, promoting knowledge sharing and collective problem-solving.
  • Modern working environment: Flexible, remote-friendly policies supported by advanced collaboration tools to balance productivity and work–life integration.
  • Competitive compensation, a company pension scheme and capital-forming benefits, as well as occupational and company healthcare offerings

Applicant Tracking System Keywords

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

Hard skills
Customer Success strategylifecycle playbooksgross revenue retentionnet revenue retentionCustomer Success motionshealth scoringforecastingQBR standardsdata literacyoperations literacy
Soft skills
coachingtalent developmentstrategic thinkingcollaborative leadershipexecutive presence