Customer Success Manager fostering customer relationships and optimizing product usage for Power Factors, a clean energy software provider. Lead onboarding, product adoption, and collaboration with internal teams.
About the role
- Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
Responsibilities
- Align with management on company strategy, yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT, NPS, SLA adherence, up-/cross-sell pipeline)
- Be the executive sponsor in key strategic customer relationships: lead regular service delivery reviews and hold C-level conversations with key accounts
- Own, define and continuously improve Customer Success processes, workflows and playbooks. Standardize and structure how the team operates
- Own and develop the CS tooling ecosystem, primarily Zendesk, with contributions to HubSpot, Confluence, Jira and internal CRM; ensure good data hygiene and interface with other teams
- Share ownership of the customer journey map with the Projects team; own the customer relationship post go-live
- Lead and manage escalations in support and maintenance contexts
- Enable the CS team to deliver high-quality support, standard product onboardings, change requests and trainings, on time and on budget
- Identify and activate commercial growth opportunities within the existing customer base (up-sell/cross-sell); contribute to customer segmentation with the Commercial team
- Collaborate with Sales, Product, Projects and Technology to ensure a seamless and aligned customer experience
- Manage, coach and develop the people within the CS organization; contribute to hiring and team growth
Requirements
- 3–5 years of experience in B2B customer success or account management in a SaaS or software environment, with a proven track record
- Experience building or scaling a customer success function, including processes, playbooks and tooling
- Strong understanding of B2B SaaS business models (subscriptions, renewals, professional services)
- Familiarity with customer health metrics (CSAT, NPS) and analytical, data-driven approach to decision-making
- Strong leadership, coaching and hiring skills. Able to drive culture change and develop a team
- Commercial mindset focused on long-term customer value; comfortable owning revenue targets
- Outstanding communication skills in German and English, written and spoken (French is an advantage)
- Ability to collaborate effectively across functions (Sales, Projects, Product, Technology)
- Interest in working in a niche sector with passionate clients in cultural heritage, non-profits and ecology
- Experience in the cultural heritage sector is a plus
Benefits
- A leadership role with real impact: shape the CS organization and its culture from the ground up
- Strategic visibility: direct collaboration with management and cross-functional leadership
- Amazing worldwide customer base with unique collections and passionate clients
- International team, diverse culture with flexibility and responsibility
- Flexible hybrid working model (2d / week in office) including "workation"
- Equipment for home office
- Museum pass for free visits
- Public transport ticket subsidy
- Monthly team lunch
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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