Entry - level role supporting effective customer success plans and fostering strong customer relationships at Ideagen. Collaborate with cross - functional teams for onboarding and retention activities.
About the role
- Head of Customer Success managing the Customer Success function to drive revenue growth at ablefy. Building relationships with customers and leading a high-performing team in a SaaS environment.
Responsibilities
- Develop and execute a clear Customer Success strategy aligned with ablefy’s growth ambitions.
- Drive revenue growth through CSM, focusing on: Retention & churn reduction, Product adoption, Expansion & share of wallet
- Translate customer insights into scalable success motions and into goals and tasks for the team.
- Cultivate robust, long-lasting customer relationships, acting as a proactive partner as customers scale.
- Tailor engagement to each customer’s maturity stage, empowering them with the right resources, product insights, and strategic guidance.
- Build a strong network of ablefy advocates and foster a thriving customer community.
- Be the voice of the customer internally, ensuring customer needs clearly influence decisions.
- Own and manage escalations, ensuring smooth resolution of complex or technical issues.
- Drive adoption of ablefy’s full product suite, including: European compliance tools, Flexible payment and checkout solutions, Subscription and recurring revenue modules.
- Maintain a tight feedback loop with Product, Tech, and Compliance, translating customer needs into: Product requirements, Feature improvements, Better overall customer experience.
- Analyze customer data to understand engagement, predict risks, and uncover growth opportunities. Deliver actionable insights that enable data-driven decisions across the company.
- Define and document clear SOPs, establish reliable processes and ways of working.
- Build, mentor, and lead a high-performing Customer Success team. Set a culture of ownership, customer empathy, and excellence. Lead by example - as a great CSM yourself.
Requirements
- Minimum 3 years of leadership experience in Customer Success or related roles, ideally within B2B SaaS, fintech, or digital commerce.
- Proven experience building, scaling, and leading high-performing Customer Success teams.
- Strong understanding of: Digital entrepreneurs and online business models, Payment processing & checkout flows, Subscription-based and recurring revenue models, Cross-border transactions and European compliance requirements
- A growth mindset with a clear focus on retention, expansion, and customer lifetime value.
- Strong analytical skills and confidence working with CS metrics such as churn, NPS, and product adoption.
- A hands-on mentality — you enjoy being close to customers and leading from the front.
- The ability to bring structure, clarity, and reliability into fast-moving, complex environments.
- Excellent communication skills and strong stakeholder management across Product, Tech, and Compliance.
- Strong alignment with ablefy’s mission to build innovative, compliant, and scalable solutions for digital businesses.
Benefits
- Paid time off – 30 vacation days
- A competitive salary
- A personal training and development budget of €1,500 per year
- Responsibility and trust from day one
- Individual coaching and further training to support you in your development
- A free BVG ticket
- Employee discounts at numerous companies (e.g. at the gym or in online stores)
- Pension program with company match
- A culture of equity and inclusion where you are appreciated for the person you are
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