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Role overview

This role is being presented for a partner employer, which will handle applications and the remaining hiring steps directly. The company is seeking a Head of Customer Success in Germany to lead and expand a modern customer experience organization within a fast-growing technology setting.

The focus of the position is to move customer success from a traditional support model into a more strategic, value-creating partnership that drives growth, retention, and long-term impact. You will be responsible for designing scalable systems, guiding a high-performing team, and strengthening how customers experience value throughout their journey.

The role requires collaboration across product, engineering, sales, support, and technical functions. The ideal professional brings commercial awareness, curiosity around technology, strong operational discipline, and proven leadership ability.

Accountabilities

Create and roll out the customer success operating model, covering segmentation, coverage design, account planning, health indicators, review cadences, renewal flows, and scalable customer programs.
Lead, mentor, and grow the customer success team by setting clear standards, raising performance, and fostering accountability and ongoing improvement.
Own strategic customer relationships by ensuring major accounts have clear goals, adoption plans, stakeholder alignment, visibility into risks, and expansion potential.
Develop customer success managers into trusted business partners who can understand client needs, surface opportunities, and recommend meaningful solutions.
Build strong coordination between customer success and technical, support, sales, product, and advisory teams to improve outcomes for customers.
Convert repeated customer issues and insights into scalable assets such as playbooks, training content, documentation, and internal workflows.
Define, track, and improve metrics tied to adoption, customer health, retention, expansion, and broader commercial impact.
Stay closely connected to both customers and internal teams by joining strategic discussions, reviewing account plans, and helping solve complex issues.

Requirements

At least 8 years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or another related customer-facing leadership position.
At least 4 years of experience leading and scaling customer-facing teams.
Demonstrated ability to improve retention, expansion, adoption, account health, or revenue-linked results.
Hands-on experience creating customer success structures such as segmentation approaches, account planning methods, health scoring, and renewal strategies.
Confidence working with executives, founders, product leaders, technical specialists, and other business stakeholders.
Strong commercial judgment, including the ability to create customer value, spot growth opportunities, manage stakeholders, and drive business impact.
Technical fluency and the ability to work effectively in a product-led or developer-centric technology environment.
Strong analytical capability and the ability to use customer, product, and revenue data to decide priorities.
Excellent written communication and comfort working in remote, asynchronous setups.
A proactive, high-ownership approach with sound decision-making and the ability to build practical systems without unnecessary complexity.

Preferred experience

Background in mobile apps, subscription-based businesses, marketplaces, gaming, consumer tech, or growth-oriented products.
Experience scaling customer success operations during fast company growth.
Exposure to both high-touch strategic account management and scaled customer programs.
Experience working alongside technical account teams, support, sales, product, marketing, and advisory groups.
Experience using customer feedback and insights to influence product direction and business decisions.

Benefits

Competitive pay package that includes equity participation.
Fully remote setup with flexibility in how you work.
The chance to help shape the direction of a rapidly expanding technology business.
A high-ownership position with meaningful influence over strategy, processes, and team growth.
Recommended 4 to 5 weeks of annual leave to support mental, physical, and emotional well-being.
Support for setting up your workspace through a dedicated budget.
An annual learning and development allowance to encourage professional growth.
Opportunity to collaborate with talented international teams across several regions.
The ability to build a customer success function that directly contributes to customer growth and business results.

Additional information

This listing explains that the employer uses an AI-assisted matching process to screen applications quickly and fairly against the role’s core requirements. The system identifies the strongest-fitting candidates and forwards the shortlist to the hiring company, while the company’s internal team handles final decisions, interviews, and assessments.

A privacy notice is also provided: by applying, candidates agree that their personal data may be processed to assess their application and shared with the employer. The stated legal basis includes legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may request access, correction, deletion, or objection rights at any time.

The employer also states that AI tools may be used to assist parts of the hiring process, such as reviewing applications, analyzing resumes, and checking for potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.

Eligibility

This opportunity is intended for a candidate based in Germany. The role is full-time and remote.

Head of Customer Success