Head of Customer Success (f/m/x)

About LiveEO

Founded in 2018 and headquartered in Berlin, LiveEO is a well-funded startup providing advanced satellite analytics to assess risks related to vegetation, ground movement, and change detection impacting customers’ assets and infrastructure. With a globally diverse team of about 160 employees, LiveEO is dedicated to innovation and risk modelling.

Role Overview

The Head of Customer Success is a crucial leadership position responsible for nurturing customer satisfaction, loyalty, and expansion within a rapidly growing startup environment. This role requires strategic planning and execution to foster customer success, leading a team of Customer Success Managers (CSMs), and working collaboratively across departments to elevate the client experience and promote enduring relationships.

Key Responsibilities

• Design and implement a customer success strategy that supports the startup's growth targets.
• Establish measurable customer success KPIs to track team effectiveness and client happiness.
• Lead, mentor, and oversee a team of Customer Success Managers, setting clear objectives and encouraging ongoing coaching and development.
• Encourage a customer-first mindset and cultivate a cooperative and empowering work atmosphere.
• Maintain strong partnerships with critical clients by understanding and fulfilling their needs and goals.
• Work alongside CSMs to proactively tackle customer issues and explore new opportunities.
• Devise and apply customer retention initiatives, focusing on identifying vulnerable accounts and reducing churn.
• Manage swift resolution of customer concerns and escalated cases.
• Supervise the onboarding journey for new clients, ensuring seamless integration of services.

Candidate Profile

• Bachelor’s degree in business, marketing, or related disciplines; a Master’s degree is an advantage.
• Minimum five years of proven experience in customer success, account management, technical sales or similar with a successful record of enhancing customer retention and satisfaction.
• Demonstrated leadership and team management capabilities.
• Exceptional communication, negotiation, and interpersonal skills.
• Strategic approach to developing and leading customer success efforts.
• Proficient with customer success platforms and related tools.
• Flexible and adaptive to dynamic startup environments.
• A strong empathy-driven and customer-focused attitude.

Benefits and Work Culture

• Contribute to developing a product that influences business processes and improves global lives.
• Flexible scheduling with a hybrid work model promoting work-life balance based on trust.
• Encouragement to take ownership of personal career paths, innovate creatively, and act boldly.
• Workload management that minimizes overtime, ensuring extra hours are compensated with rest.
• Supportive learning environment featuring workshops, knowledge sharing, journal clubs, and hackathons.
• Office location in central Berlin Kreuzberg, providing complimentary fruits, nuts, and beverages.
• A culturally rich workplace with employees from over 30 nationalities.
• Potential access to employee stock options, Urban Sports club membership, transit subsidies, and a corporate pension plan.