Head of Customer Success

About Wemolo

Wemolo is a leading provider of digital parking space management solutions in Europe, quickly expanding across Germany, Austria, Switzerland, Poland, and Italy. The company integrates innovative technology, physical operations, and customer excellence.

Position Overview

As the Head of Customer Success, you will lead a department of approximately 25 employees and three team leaders, overseeing onboarding, operational excellence, and sustained customer satisfaction. Your role focuses on comprehensive ownership beyond traditional upselling or revenue generation, aiming to build a scalable, high-performance system from a strategic perspective.

Key Responsibilities

• Lead, mentor, and scale four teams that support two products across five countries, fostering a culture of high performance and continuous development.
• Develop and steer operational strategies for onboarding and customer management, balancing execution speed with quality across markets with different maturity levels.
• Serve as a key liaison with Engineering Managers and Product teams, channeling customer feedback, minimizing technical debt, and optimizing implementation processes.
• Manage the department based on clear KPIs such as implementation cycles, new go-lives, and Net Promoter Score (NPS), ensuring transparency from team members to leadership.
• Implement a unified leveling framework, define clear responsibilities across sub-teams, and build sustainable succession pipelines.
• Collaborate closely with Sales and Commercial teams to ensure seamless transitions and a flawless post-sale customer journey.

Candidate Profile

• Education & Experience: A completed degree or equivalent qualification with several years of professional experience in high-performing environments, such as top-tier consulting or leadership roles in dynamic startups or scale-ups.
• Proven leadership capabilities in team building, structuring, and talent development, including career path planning.
• Strong problem-solving skills with the ability to bring order to ambiguous and rapidly changing situations and establish scalable processes.
• Excellent communication and stakeholder management skills, able to influence senior stakeholders in product and commercial teams.
• Data-driven approach, proficient with CRM and reporting tools like Salesforce or Metabase.
• Language proficiency: Fluent German (C2 level) required for local market leadership, and fluent English (C1 level) for international communication.

Preferred Qualifications

• Experience in Customer Success, Customer Operations, or managing complex B2B SaaS/PropTech implementation processes.
• Background in leading international teams or scaling operational processes across multiple European countries.

Work Culture Fit

You thrive when transforming uncertainty into structure, fostering sustainable team development, and communicating clearly and directly—even when discussions get challenging. This role is less suitable if your focus centers mainly on revenue impact or if you prefer individual contributor work over leadership roles or anticipate a stable corporate setup.

What We Offer

• Flexibility and autonomy through a hybrid work model, including home office, workation opportunities, and onsite anchor days from Tuesday to Thursday.
• Leadership development with personalized coaching, educational access, and direct stakeholder engagement.
• Mobility support via bike leasing or transportation subsidies.
• Ownership and influence over your team, metrics, and area of responsibility.
• Strong team culture with regular celebrations such as team events and OKR parties.
• A productive office environment with premium coffee, online canteen access, fresh fruit, and a muesli bar.
• Health and wellness benefits including access to fitness options through EGYM Wellpass or Urban Sports Club.
• A casual dress code emphasizing results over appearance.

Diversity & Inclusion

Wemolo values personality over background, promoting a culture of respect, inclusivity, and personal growth where every team member has a voice and opportunities to develop.