Head of Customer Success (f/m/x)

Role overview

LiveEO is looking for a Head of Customer Success to lead customer satisfaction, retention, and expansion efforts in a fast-growing startup environment. This leadership position is responsible for shaping the customer success function, guiding a team of Customer Success Managers, and working closely with other teams to improve the overall customer journey and strengthen long-term customer relationships.

Key responsibilities

• Design and roll out a customer success strategy that supports the company’s growth goals.
• Establish meaningful customer success KPIs and use them to monitor team performance and client satisfaction.
• Lead, train, and manage a team of Customer Success Managers.
• Set expectations, coach team members regularly, and encourage a strong customer-first mindset.
• Create a supportive environment that helps the team grow and develop.
• Develop trusted relationships with important customers and stay aligned with their goals.
• Work with CSMs to spot customer risks and opportunities early and respond proactively.
• Build retention plans to reduce churn, including identifying accounts that may be at risk.
• Handle customer issues and escalations promptly and effectively.
• Oversee customer onboarding to ensure smooth adoption and successful implementation.

Candidate profile

• A bachelor’s degree in business, marketing, or a similar discipline is required; a master’s degree is preferred.
• At least 5 years of experience in customer success, account management, technical sales, or a comparable customer-facing role.
• Demonstrated success in improving customer satisfaction and retention.
• Strong experience in leadership and people management.
• Excellent verbal and written communication, negotiation, and relationship-building skills.
• Ability to think strategically and turn customer success plans into action.
• Comfort using customer success platforms and related tools.
• Ability to adapt quickly and perform well in a fast-moving startup setting.
• A highly empathetic, customer-oriented approach.

Benefits and work environment

• Chance to contribute to a product that can positively impact businesses and lives worldwide.
• Flexible working hours with a hybrid setup, supporting a healthy work-life balance.
• Freedom to take ownership, show initiative, and bring creative ideas to life.
• No overtime-driven culture; extra hours are only expected when necessary and are compensated with time off and rest.
• Ongoing learning opportunities through workshops, knowledge-sharing sessions, journal clubs, and hackathons.
• Office in central Berlin Kreuzberg with complimentary fruit, nuts, and beverages.
• An international workplace with more than 30 nationalities represented.
• Potential eligibility for the employee stock option plan.
• Urban Sports membership, BVG subsidy, and a company pension plan.

About the company

LiveEO is a well-funded startup founded in 2018 and based in Berlin. The company focuses on modelling risk for customer assets and infrastructure using vegetation monitoring, ground deformation analysis, and change detection. It has around 160 employees from many different backgrounds working together across the globe.