simpleclub

Head of Customer Success

simpleclub

full-time

Posted on:

Location Type: Remote

Location: Germany

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Salary

💰 €92,500 - €138,750 per year

Job Level

Lead

About the role

  • Key responsibilities include scaling our existing Customer Success (CSM) processes. We are growing at high speed and need a CSM team and infrastructure capable of successfully managing several thousand B2B customers.
  • A crucial part of this structure is successful upselling — from small customers to the largest corporates in the DACH market. Our Net Revenue Retention (NRR) is best-in-class and will be an important driver of our growth in the coming years. Your task is to systematically lay the foundations so we always have upcoming renewals in view and can fully realize upsell potential.
  • Team leadership: Lead, mentor and develop a high-performing Customer Success team. Responsible for hiring, training and performance evaluation to build a team capable of achieving strategic goals.
  • Onboarding and implementation: Oversee the onboarding process for new customers to ensure a seamless and effective implementation of our solutions.
  • Retention and renewals: Develop and manage strategies to increase customer retention and ensure successful contract renewals. Proactively address potential issues to prevent churn.
  • Customer advocacy: Act as the voice of the customer within the company and provide valuable feedback to Product and Engineering teams to inform future improvements.
  • Reporting: Monitor and report on key KPIs related to customer satisfaction, retention and team performance. Use data-driven insights to guide strategic decisions.
  • Cross-functional collaboration: Work with Sales, Product, Marketing and other departments to ensure a coherent approach to meeting customer needs and driving company growth.

Requirements

  • People management experience. You have experience leading teams and developing people. You build collaboration across all departments.
  • Team scaling. You have evolved existing teams and are experienced in changing roles within your team when required.
  • Previous experience in Account Management or Customer Success. Minimum 5+ years in a B2B/SaaS company or a similar field.
  • NRR growth engine. Proven track record of driving revenue growth from existing customers.
  • Data & reporting. You not only have a deep understanding of CRM systems, you have also developed them yourself. You are a builder, not just a maintainer of these systems.
  • Solution-oriented. You bring an analytical, solution-focused approach.
  • Project management. You effectively coordinate multiple customer initiatives and stay on top of things to successfully deliver your projects.
  • Excellent spoken and written German and English.
  • Analytical thinking. You enjoy working with numbers and analyzing them to identify opportunities to improve our customer work.
  • Proactivity. You identify challenges early and proactively develop solutions.
  • Resilience. You turn challenges into opportunities by collecting feedback and passing it on to our product team to improve our app and its features.
Benefits
  • Unlimited paid vacation
  • Work from anywhere
  • VSOP – your share in the company’s success
  • Team events
  • A great company culture
  • Learning & development
  • Participation in a meaningful mission
  • Open communication
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementAccount ManagementData AnalysisCRM SystemsProject ManagementUpsellingRetention StrategiesKPI MonitoringB2B SalesSaaS
Soft Skills
Team LeadershipMentoringCollaborationSolution-orientedAnalytical ThinkingProactivityResilienceCommunicationPerformance EvaluationCustomer Advocacy