zetcom

Head of Customer Success

zetcom

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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Salary

💰 €65,000 - €80,000 per year

Job Level

Lead

About the role

  • Align with management on company strategy, yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT, NPS, SLA adherence, up-/cross-sell pipeline)
  • Be the executive sponsor in key strategic customer relationships: lead regular service delivery reviews and hold C-level conversations with key accounts
  • Own, define and continuously improve Customer Success processes, workflows and playbooks. Standardize and structure how the team operates
  • Own and develop the CS tooling ecosystem, primarily Zendesk, with contributions to HubSpot, Confluence, Jira and internal CRM; ensure good data hygiene and interface with other teams
  • Share ownership of the customer journey map with the Projects team; own the customer relationship post go-live
  • Lead and manage escalations in support and maintenance contexts
  • Enable the CS team to deliver high-quality support, standard product onboardings, change requests and trainings, on time and on budget
  • Identify and activate commercial growth opportunities within the existing customer base (up-sell/cross-sell); contribute to customer segmentation with the Commercial team
  • Collaborate with Sales, Product, Projects and Technology to ensure a seamless and aligned customer experience
  • Manage, coach and develop the people within the CS organization; contribute to hiring and team growth

Requirements

  • 3–5 years of experience in B2B customer success or account management in a SaaS or software environment, with a proven track record
  • Experience building or scaling a customer success function, including processes, playbooks and tooling
  • Strong understanding of B2B SaaS business models (subscriptions, renewals, professional services)
  • Familiarity with customer health metrics (CSAT, NPS) and analytical, data-driven approach to decision-making
  • Strong leadership, coaching and hiring skills. Able to drive culture change and develop a team
  • Commercial mindset focused on long-term customer value; comfortable owning revenue targets
  • Outstanding communication skills in German and English, written and spoken (French is an advantage)
  • Ability to collaborate effectively across functions (Sales, Projects, Product, Technology)
  • Interest in working in a niche sector with passionate clients in cultural heritage, non-profits and ecology
  • Experience in the cultural heritage sector is a plus
Benefits
  • A leadership role with real impact: shape the CS organization and its culture from the ground up
  • Strategic visibility: direct collaboration with management and cross-functional leadership
  • Amazing worldwide customer base with unique collections and passionate clients
  • International team, diverse culture with flexibility and responsibility
  • Flexible hybrid working model including "workation"
  • Equipment for home office
  • Museum pass for free visits
  • Public transport ticket subsidy
  • Monthly team lunch
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B customer successaccount managementcustomer success processescustomer health metricsdata-driven decision-makingrevenue targetscustomer segmentationSaaS business modelsanalytical skillstooling ecosystem
Soft Skills
leadershipcoachinghiring skillscommunication skillscollaborationculture changeteam developmentcustomer relationship managementproblem-solvingstrategic thinking