Global Head of Customer Success Management – m/f/d
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Job Description
Global Head of Customer Success Management leading a high-performing team to drive customer outcomes. Shaping customer success strategies across multiple regions in a remote capacity.
Responsibilities:
- Set the global Customer Success strategy and segmentation model (Enterprise, Commercial, Long-tail/Digital).
- Define and operationalize lifecycle playbooks (onboarding → adoption → value → renewal → expansion).
- Establish success plans for each account and a standardized value framework tied to customer business outcomes.
- Own gross and net revenue retention (GRR/NRR) targets; co-own expansion initiatives with Sales.
- Build digital-led, scalable Customer Success motions (tech-touch, community, training, in-product guidance).
- Stand up a CS Ops function for health scoring, forecasting, QBR standards, and instrumentation.
- Partner with Product on voice-of-customer, influence the roadmap, and close the loop with customers.
- Drive customer advocacy programs (references, case studies, CABs, reviews) in partnership with Marketing.
- Ensure world-class renewals management and risk-mitigation cadences.
- Build a diverse, high-performing global team; recruit and regionalize leadership; and implement succession planning.
Requirements:
- 10+ years of experience leading post-sales/Customer Success teams
- P&L responsibility with demonstrable impact on revenue and NRR
- Expertise in subscription/SaaS and complex products, ideally in Physical Security, Access Control, or Workforce Management solutions
- Proven ability to build and lead globally distributed teams, with strong coaching and talent development skills
- Strong data and operations literacy
- Experience with Customer Success platforms (e.g., Gainsight, Salesforce)
- Strategic thinker with experience in Go-to-Market strategy, business case development, and pricing & packaging
- Fluent in German; business-fluent in English; executive presence and a collaborative leadership style
Benefits:
- Impact: Lead the Customer Success function globally, directly shaping enterprise customer outcomes and driving measurable business growth.
- Innovation: Implement cutting-edge CS strategies, platforms, and analytics to optimize processes, enhance customer experience, and continuously raise the bar in SaaS success.
- Excellence: Build and mentor a high-performing, diverse team, fostering a culture of professional growth, best-practice sharing, and operational excellence.
- Growth: Gain exposure to global markets, cross-functional collaboration with Sales, Product, and Marketing, and opportunities to influence strategic initiatives at the executive level.
- Collaboration: Work with talented, passionate colleagues across multiple regions and cultures, promoting knowledge sharing and collective problem-solving.
- Modern working environment: Flexible, remote-friendly policies supported by advanced collaboration tools to balance productivity and work–life integration.
- Competitive compensation, a company pension scheme and capital-forming benefits, as well as occupational and company healthcare offerings
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