Head of Customer Success Management (SaaS)

TL;DR

Head of Customer Success Management (SaaS): Leading and scaling a Customer Success function for enterprise identity and fraud prevention solutions with an accent on retention, net revenue retention, expansion, and customer value. Focus on building scalable CS processes, developing high-performing managers, and translating customer insights into product and commercial outcomes.

Location: Based in Munich, Germany; remote work and flexible hours are supported.

Company

A European provider of AI-driven, SaaS-based digital identity and fraud prevention solutions for regulated and international enterprises.

What you will do

• Lead, coach, hire, and develop Senior and Mid-level Customer Success Managers.
• Own customer retention, churn prevention, net revenue retention, and expansion targets across the enterprise portfolio.
• Define customer success strategy, health monitoring, risk mitigation, and customer feedback processes.
• Build scalable playbooks and operating frameworks, including QBRs, health scoring, adoption milestones, and KPI reporting.
• Collaborate with Sales on upsell and cross-sell opportunities and with the Renewal Manager on renewal cycles.
• Partner with Product, Marketing, and Service Desk teams to improve the customer journey and represent Customer Success in leadership forums.

Requirements

• Significant experience in Customer Success, Account Management, or related post-sales roles, ideally in SaaS, fintech, or technology.
• Proven experience managing and scaling a Customer Success team with direct people management responsibility.
• Track record of delivering net revenue retention, churn, and expansion targets at scale.
• Experience with enterprise clients in regulated industries such as financial services or telecommunications.
• Strong analytical, stakeholder management, and executive communication skills.
• Fluency in German and English is required.

Nice to have

• Experience with Gainsight, Salesforce, ChurnZero, or similar Customer Success tooling.
• Familiarity with MEDDPICC or SPICED value-selling frameworks.
• Additional European languages.
• Bachelor’s degree in Business, Economics, IT, or a related field.

Culture & Benefits

• Remote work support, equipment assistance, and flexible working hours.
• Mental health support through the nilo platform, including one-to-one sessions.
• Professional development through unlimited Udemy access and certification opportunities.
• Paid special leave days and workcation possibilities.
• Regular onsite gatherings, internal initiatives, and summer parties.
• Additional benefits vary by location.