Head of Customer Success, DACH

Connected Dots

Closing Date: 30 June, 2024

Head of Customer Success DACH

Location: Germany   |  Category: Customer Service

The Role

The European Customer Success Team are recruiting for a Head of Customer Success to join the team in Germany.

The Head of Customer Success, DACH will play a critical role in the strategic leadership of the DACH Customer Success Team, ensuring the success and satisfaction of our customers through the creation of long-term trusted relationships whilst driving the direction of our customer success initiatives.

This is a field-based position, requiring regular travel to customer sites and our offices as required.

Key responsibilities

  • Develop strategies to improve customer relationships, retention and MRR growth
  • Work closely with the Business Development teams to ensure we have a seamless process to transfer customers into Customer Success
  • Identify and develop a clear cross and upsell process and strategy together with the Sales Team based on budget plans
  • Act as the escalation point for cancellations
  • Ensure ‘retention’ calls are undertaken globally and take responsibility for making these calls
  • Identify risk to accounts and undertake all resolutions possible to remove any risks
  • Instil a coaching methodology with the team helping them reach objectives and goals and challenging them to stretch, develop and improve
  • Manage personal stakeholder interactions and develop appropriate and effective relationships with stakeholders at all levels
  • Share best practice with the wider team to build knowledge and inform
  • Personally follow the business reporting and documentation processes to ensure all reporting requirements are completed accurately and on time
  • Ensure individual and team activity is accurately entered into Salesforce in a timely manner
  • Capture, document and report on customer/prospect feedback and competitor activity using Salesforce

Our Brand Values

  • We are powered by our people
  • We delight our customers
  • We make it happen
  • We are always learning
  • We are One Team

Knowledge & Skills:

  • Experience in a leadership role within a Customer Success/Account Management environment
  • Excellent communicator with the ability to build strong relationships with internal and external stakeholders
  • Experience in coaching and developing teams to fulfil their potential and achieve targets
  • A full driving licence is essential
  • Fluent German and English language skills are essential
  • Previous experience of working in the Automotive industry is desirable, but not essential
  • Knowledge and experience of using Salesforce is desirable
  • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint

Key Stakeholders:

  • Director of Sales, DACH
  • European & UK Customer Success Team
  • European & UK Sales Team
  • Global Director of Customer Success
  • Product Team
  • Onboarding Team
  • Customer Support Team

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

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