Head of Customer Success – Beton
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Job Description
Leading Customer Success strategy while working remotely for a tech firm focused on decarbonizing concrete production. Collaborative role managing customer relationships and team development.
Responsibilities:
- Entwicklung und Umsetzung einer ganzheitlichen Customer-Success-Strategie mit Fokus auf nachhaltigen Kund:innenmehrwert.
- Definition, Steuerung und Reporting zentraler Customer-Success-KPIs entlang der Customer Journey.
- Interne Vertretung der „Voice of the Customer“ und enge Zusammenarbeit mit Product, Sales und Marketing.
- Verantwortung für ein skalierbares, wirkungsvolles Onboarding sowie für Adoption und langfristige Nutzung der Plattform.
- Proaktives Monitoring von Customer Health Scores und Ableitung gezielter Maßnahmen zur Sicherstellung messbarer Mehrwerte.
- Aufbau und Pflege belastbarer Beziehungen zu Entscheider:innen und C-Level-Stakeholdern bei strategischen Kund:innen.
- Führung und Weiterentwicklung des Customer-Success-Teams als Player/Coach.
- Enge, cross-funktionale Zusammenarbeit mit dem Management- und Leadership-Team.
- Auswahl, Einführung und Weiterentwicklung von Customer-Success-Tools zur effizienten Skalierung.
Requirements:
- Mehrjährige Erfahrung im Customer Success, Account Management oder in einer vergleichbaren kundenorientierten Rolle im B2B-SaaS- oder Tech-Umfeld.
- Führungserfahrung in einer leitenden Rolle (z. B. Head of, Director, Senior Manager) mit nachweislichem Erfolg beim Aufbau und der Skalierung von Customer-Success-Strukturen in einem Startup- oder Scale-up-Umfeld.
- Tiefes Verständnis der Bau-, Beton- oder Baustoffindustrie sowie die Fähigkeit, operative Herausforderungen, Fachsprache und zentrale Werttreiber dieser Branchen schnell zu erfassen.
- Souveränes Auftreten sowie exzellente Kommunikations- und Präsentationsfähigkeiten im Austausch mit technischen Expert:innen (z. B. Ingenieur:innen) und Entscheider:innen auf Management- und Geschäftsführungsebene.
- Hands-on-Mentalität mit der Fähigkeit, als Player/Coach strategisch zu führen und gleichzeitig operativ Kund:innen zu betreuen.
- Verhandlungssicher in Deutsch und Englisch.
- Reisebereitschaft von ca. 20 % für Termine bei Kund:innen und relevanten Stakeholdern.
Benefits:
- A company culture where honesty, professionalism, and integrity run deep with an open feedback culture and regular 1:1 meetings.
- Flat hierarchies, efficient decision-making processes, and an agile company structure.
- Competitive market-rate salary aligned with your experience.
- VSOP equity options vested equally over 4 years (for working 40h a week/full time)
- Work fully remotely within Germany or from our office in the heart of Berlin with flexible working hours. We offer a Berlin-based contract with a remote clause, meaning Berlin bank holidays will apply.
- Of course, free drinks, fruit and snacks in the office.
- Regular team activities and team weeks a few times per year.
- Mac laptop.
- Budget for personal and professional development - 1500€/year & 3 days/quarter.
- English is our main language of communication.
- 28 days of vacation per year and an additional day of vacation every 2 years at alcemy.
- Access to nilo.health - the comprehensive mental well-being platform that provides access to 1-to-1 sessions with psychologists, group sessions and self-guided tools.
- Access to heynanny - flexible childcare and eldercare support with on-demand nannies, eldercare services, live webinars, and one-on-one calls for professional guidance.
- Dog-friendly office with specific rules in place, as well as dog-free areas for work and relaxation.
- Regular knowledge-sharing through our internal masterclasses.
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