Leader Customer Success Digital Europe

About Quadient and the Role

At Quadient, we empower organizations of all scales to advance their digital transformation and growth by enabling efficient, secure, and sustainable automation processes. Our success is driven by the daily connections our diverse teams build with clients and amongst themselves. These interactions make Quadient a remarkable place for professional development, skill enhancement, and meaningful impact, leading the future of secure business communication through digital and physical channels.

This position is based in Munich, Bavaria, Germany, operating on a hybrid schedule with occasional travel requirements.

Role Overview

The Leader of Customer Success Management for Digital Europe will spearhead customer adoption, retention, expansion, and overall satisfaction with Quadient's Digital Solutions across Europe. Reporting directly to the SVP Sales & Operations for Digital Europe, this senior leader will guide regional Customer Success Management teams to generate measurable customer value and support sustainable recurring revenue growth. This role is crucial in translating global customer success frameworks into consistent practice throughout varied European markets and strengthening Quadient's customer-centered operating model by aligning Customer Success, Sales, and Product divisions towards shared objectives and lasting customer value.

Responsibilities

• Develop and lead the Customer Success strategy for Digital Europe, ensuring alignment with global standards and regional business goals.
• Manage and cultivate the performance of Customer Success Managers serving diverse customer segments and solution portfolios across Europe.
• Drive customer retention, contract renewals, and revenue expansion by collaborating with Sales to pursue upselling and cross-selling opportunities.
• Ensure robust adoption and effective use of solutions, proactively overseeing customer health and implementing success plans.
• Scale customer engagement frameworks including onboarding, lifecycle management, and value-driven success planning across the region.
• Maintain suitable customer-to-CSM ratios that balance scalability with market dynamics, segment needs, and customer complexity.
• Track and respond to key performance indicators such as churn, renewal rates, expansion annual recurring revenue, adoption levels, and customer health scores.
• Work closely with Sales, Product, Support, Marketing, and Finance teams to offer a unified and seamless customer experience.
• Utilize customer insights and feedback to guide product development, market strategies, and service enhancements.
• Foster a culture that values customer focus, accountability, collaboration, and continuous improvement.
• Participate in regional talent planning, skills development, and succession planning for Customer Success roles.

Candidate Profile

• Possesses a Bachelor's degree in Business, Customer Experience, Marketing, or a related discipline, or equivalent professional expertise.
• Has senior leadership experience in Customer Success, Account Management, or post-sales roles, preferably in SaaS, digital, or technology-centric sectors.
• Demonstrates proven success in managing customer retention, adoption, and growth initiatives at scale.
• Has experience managing multi-country Customer Success teams within matrix organizational structures.
• Exhibits strong executive presence to effectively collaborate with senior Sales, Product, and Operations leadership.
• Can translate strategic objectives into consistent and replicable execution across different markets.

Preferred Expertise

• Experience implementing Customer Success strategies across varied European countries with diverse regulatory environments and customer maturity levels.
• Proficient with Customer Success and CRM tools such as Salesforce or Gainsight.
• Experienced in supporting upselling and cross-selling efforts alongside Sales teams.
• Skilled in leading through organizational transformations, scaling, and operational changes.
• Strong analytical capabilities combined with a customer-centric problem-solving approach.
• Multilingual abilities, especially fluency in English with German and/or French, and experience working in multicultural settings.

Additional Information

Rewards and Benefits

• Flexible hybrid work model combining office presence with remote work for balanced living.
• Access to global 24/7 online learning platforms for continuous professional development.
• Inclusive community involvement through Empowered Communities and philanthropic initiatives.
• Comprehensive rewards package addressing wellness and work-life balance, including a competitive referral program.
• Free employee assistance programs supporting mental health and wellbeing.

Work Environment: Quadient promotes a Smart Work approach fostering collaboration, innovation, and connection, offering flexibility based on role demands. Whether onsite, hybrid, or remote, the environment supports productivity and engagement within a people-oriented culture.

Diversity and Inclusion: Quadient embraces and values differences, promotes empowerment, passion, inspiration, and community, providing equal opportunity employment and ensuring reasonable accommodations throughout the application process.