Head of Customer Success (f/m/d).

Join the AI of Manufacturing

Your mission

• Take full ownership of the Customer Success function, including strategy, objectives, and priorities
• Build and continuously develop scalable onboarding, implementation, and customer support processes (playbooks, standards)
• Lead, coach, and further grow a scaling Implementation and Customer Success team
• Ensure a seamless customer lifecycle—from onboarding and go-live to adoption, renewals, and expansion
• Manage customer projects, including prioritization, resource planning, and capacity management
• Own escalation management for critical customer cases and ensure sustainable resolutions
• Define, track, and report relevant KPIs (e.g. adoption, CSAT/NPS, churn/retention, time-to-value) and actively drive improvements
• Work closely with Sales, Product, and Engineering to maximize customer success and product quality
• Act as the voice of the customer internally and systematically feed customer insights into product and service improvements
• Identify upsell and cross-sell opportunities and implement account strategies jointly with Sales
• Build, standardize, and continuously optimize scalable processes, standards, and playbooks

Your profile

• You have a completed degree in Mechanical Engineering, Industrial Engineering, Business Engineering, Business Informatics, or a comparable qualification
• You bring several years of experience in Customer Success, Account Management, or Consulting in a B2B industrial or SaaS environment
• You think strategically and globally, have proven experience in building and scaling teams, and further develop Customer Success on an international level
• You are familiar with cost engineering tools, component cost calculations / should-costing and/or PLM/PDM systems, with the ability to confidently position these topics in customer contexts
• Ideally, you have experience with ERP systems and possess knowledge of SAP MM (procurement) or comparable modules
• You have experience in leading software implementation projects, including project management, customer coordination, handling escalations, and responsibility for time-to-value
• You have a strong understanding of implementation and onboarding processes with excellent project management skills
• You act with a strong customer focus and manage relationships confidently up to the management or C-level
• You work in a data- and KPI-driven manner and can translate insights into concrete actions
• You work in a structured, pragmatic, and self-driven working style in a dynamic environment
• You have excellent communication skills in German and English, both written and spoken, with strong presentation abilities

What we offer

• Attractive compensation package with multiple components, including company pension scheme and training budget
• Discounts through Corporate Benefits – e.g., Business Bike, corporate fitness programs, BahnCard, and numerous partner offers
• Flexible working hours & remote work options – including the possibility of workations
• A growing company with drive and openness, where you have real creative freedom and the opportunity to take responsibility
• Open corporate culture with flat hierarchies – short decision-making paths, direct communication, and a respectful first-name (“you”) culture at all levels
• Strong team spirit fostered through regular team events, offsites, and shared activities outside the office
• Modern workplace with good transport connections, high-quality equipment, and free beverages and snacks