Tomes GmbH

Head of Customer Success – Support

Tomes GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Freiburg im Breisgau • 🇩🇪 Germany

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Job Level

Lead

About the role

  • As Head of Customer Success & Support you will be part of the management team and lead our experienced Customer Success & Support team through an exciting upcoming scaling phase.
  • Ensure successful new-customer onboarding, customer satisfaction and growth of the customer base through referrals, upsell and cross-sell.
  • You will develop the Customer Success strategy and implement it: hands-on, data-driven and results-oriented.
  • Together with RevOps/BI you will optimize dashboards, forecasting, automations & playbooks and ensure work is cost-efficient and smart.
  • Ensure targeted use of AI across all your departmental processes and support your team in implementation and application.
  • You are the voice between the management team and your team: you will advocate for your team, set expectations and facilitate communication in both directions.

Requirements

  • 5+ years of experience in B2B SaaS sales, Customer Success or Support, ideally in healthcare or a tech environment
  • Several years of experience leading and developing Customer Success teams
  • Experience leading remote teams? Great — we need that experience.
  • Proven track record in retention, renewals, upsell/cross-sell or NRR growth
  • Solid subject-matter knowledge of Customer Success, Service and Technical Support; experience with technical implementations or (medical) integrations is a plus
  • Data-driven working style and confidence with KPIs such as NRR, churn, health score, NPS, etc.; experience in KPI monitoring and performance management
  • Ability to set clear expectations, provide structure and prioritization, make decisions and uphold standards
  • Hands-on mentality without getting lost in day-to-day operations, with the willingness and ability to initially step into your team’s daily work if needed
Benefits
  • Purposeful and varied work you can be proud of, as you help improve our healthcare system and the quality of patient care
  • Innovation: our software changes the way doctors and patients interact
  • Growth: you’re joining at a moment where structures exist but there is still room to shape the role and the organization
  • Room for personal and professional development
  • Hybrid model between on-site and home office work; in some cases full remote is possible
  • State-of-the-art IT equipment with height-adjustable desks and a choice of operating system and software
  • Impact: your work directly influences our market success

Applicant Tracking System Keywords

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

Hard skills
B2B SaaS salesCustomer SuccessCustomer SupportKPI monitoringperformance managementdata-driven decision makingtechnical implementationsmedical integrationsretention strategiesupsell/cross-sell
Soft skills
leadershipteam developmentcommunicationexpectation settingdecision makingprioritizationadvocacyhands-on mentalitystructure provisionfacilitation