Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Managing the entire Customer Success function to drive sustainable revenue growth from the existing customer base with an accent on retention, churn reduction, and product adoption. Focus on professionalizing CS processes, scaling the team, and translating customer insights into product requirements.

Location: Hybrid (Berlin, Germany)

Company

Cloud-based SaaS platform enabling entrepreneurs to create and sell digital products and online courses.

What you will do

• Develop and execute a CS strategy focused on retention, product adoption, and revenue expansion.
• Build, mentor, and lead a high-performing Customer Success team while personally managing key accounts.
• Act as the internal voice of the customer, collaborating with Product, Tech, and Compliance teams to drive feature improvements.
• Establish scalable SOPs and data-driven processes to professionalize the CS function.
• Manage complex escalations and foster a thriving customer community.

Requirements

• Minimum 3 years of leadership experience in Customer Success, preferably in B2B SaaS, fintech, or digital commerce.
• Proven track record of building and scaling high-performing CS teams.
• Deep knowledge of subscription models, payment processing, and European compliance requirements.
• Strong analytical skills regarding CS metrics like churn, NPS, and product adoption.
• Must be based in or able to work hybridly in Berlin, Germany.

Culture & Benefits

• 30 days of paid vacation.
• Annual training and development budget of €1,500.
• Pension program with company match.
• Free BVG ticket for transportation in Berlin.
• Culture of equity, inclusion, and radical collaboration.