Head of Customer Success (B2B)

About the Company

Enzo is a fast-growing technology startup based in Heidelberg that tackles one of the biggest structural cost drivers in building insurance: water damage from burst pipes and leaks. These claims make up about half of all property damage cases and generated roughly €5 billion in losses in the German insurance market in 2024.

With its patented IoT- and AI-based solution one.drop, Enzo enables insurers to manage water-damage prevention in a systematic way for the first time — using data, at scale, and with clear economic impact. The company’s mission is to make prevention a real strategic lever for sustainable profitability in building insurance, both economically and environmentally. Together with leading insurers, Enzo is setting data-driven risk management as the new standard, with measurable impact at board level.

Role Overview

As Head of Customer Success (B2B), you will take end-to-end ownership of the measurable business success of Enzo’s B2B customers, especially in the insurance sector. From contract signature onward, you will work closely with project, functional, and management stakeholders on the customer side to ensure that operational project outcomes are translated into financial results, defensible business cases, and board-ready decision materials.

You will stay accountable until the customer’s success has been demonstrably achieved. At the same time, you will build a scalable Customer Success function by turning your own hands-on best practices into repeatable processes, KPIs, and standards, and by shaping a team that delivers customer value consistently and at scale. You will work directly with the founding team and act as an analytical sparring partner with a strong focus on outcomes.

Customer Value & Business Impact

• Take full responsibility for the measurable success of B2B customers.
• Define success through hard business metrics such as claims-cost reduction, ROI, payback, and profitability.
• Ensure the result is visible in financial outcomes, not just in operational delivery.
• Translate project output into decision-ready materials for management.

Structuring and Leading Complex Initiatives

• Break down ambiguous challenges into hypotheses, target states, and workstreams.
• Drive execution on the client side without formal authority.
• Set priorities, remove blockers, and consistently track progress to completion.

Analytics, KPI Frameworks & ROI Models

• Build strong measurement and impact models, including baselines, KPIs, and comparison frameworks.
• Develop and validate ROI models for boards and senior executives.
• Maintain data quality, transparency, and reliable interpretation.

Building and Scaling the Customer Success Organization

• Create scalable playbooks and value-realization standards.
• Define KPIs, governance routines, and reporting structures.
• Gradually build and lead a high-performing B2B Customer Success team.
• Embed a strong customer-value mindset across the company.

Profile

You should bring several years of experience in top-management consulting, specialized consulting, or a strategically oriented B2B scale-up role such as Customer Success, Strategy, or Operations. You need to be comfortable analyzing complex topics in a structured way and turning them into decisions and actions. A strong ownership mentality is essential: you are responsible for outcomes, not just concepts.

You should be highly capable in building and arguing business cases, ROI logic, and value-driver models, and in explaining quantitative frameworks clearly and persuasively. A solid understanding of profitability, performance KPIs, and sustainable scaling is important.

Experience in building, structuring, or scaling teams, processes, or organizational units is required, along with the ability to develop standards and playbooks and put them into practice. You should also be comfortable communicating with executives and boards in a precise, structured, and impact-oriented way.

This role suits someone who enjoys building things from scratch, from analysis through implementation, and who thrives in dynamic, ambiguous environments. Native-level German and very good English are required.

What You Get

• Real accountability for outcomes: you own the measurable business success of B2B customers, not just process or satisfaction metrics.
• Build rather than maintain: you will shape the Customer Success function from the ground up and influence standards, structure, and culture.
• Direct access to the founding team: expect short decision paths, strategic proximity, and real influence on company development.
• Board-level visibility: your work will be directly visible to senior leadership and boards at leading insurance companies.
• Fast personal growth: join early in a rapidly growing company and help define responsibility, team structure, and impact.
• Long-term participation in company success: in addition to salary, you will be able to participate in Enzo’s growth through the VSOP program.
• Builder culture: the company values clarity, ownership, and execution over politics and silos.

Additional Information

This is a full-time onsite position based in Heidelberg, Baden-Württemberg, Germany. The company is looking for someone ambitious, motivated by results, and eager to join an early-stage, fast-scaling tech startup with the potential to reshape a massive industry.

Languages: Native-level German and very good English.