Director, Customer Success - DACH

About the role

Reporting to the VP of Customer Success, your key focus in this role will be to build and manage a world class team. You will directly manage and coach a team of CSMs, responsible for the largest accounts.

You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Ideal for an individual who wants to expand their career with a fast-growing software company.

What you’ll be doing

• Driving Annual Recurring Revenue (ARR) through landing and expanding Enterprise customers in DACH
• Establish a trusted advisor relationship with our clients, driving value from [Employer hidden — view at passion-project.co.uk] products and services; Empower customers to achieve their goals and challenges with solutions in our platform while increasing usage and adoption.
• Own the success of customers, including product adoption, value tracking and retention
• Operational account planning, including account segmentation and capacity planning;
• Recruit and retain a high performing team;
• Coach, mentor and guide the team in developing consultative and solution-based account skills
• Identify key success metrics and implement reporting to track performance;
• Collaborate with peers within CS, building right sized frameworks and efficient processes that work for [Employer hidden]’s customers
• Liaise with the Product team to provide feedback and influence improvements of our product;
• Retention and growth of our enterprise clients;
• Ensure ROI and value is understood by clients, proactively looking for risks and opportunities.
• The ability to build and make the business case for CS investments - with a bias towards action.

We’d love to hear from you if you have…

• Speak German;
• Experience building a customer success organization in a high growth environment, ideally a B2B SaaS startup / scale up / PLG;
• Experience hiring and managing a team;
• A track record in managing risk, forecasting, and identifying growth opportunities;
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment;
• Experience with tools like Salesforce, Gong and Churnzero;
• Excellent written and verbal communication skills;
• Strong sense of ownership and eagerness to build and define the customer success function;
• We would love to find leaders who are based in London; however, we are open to considering remote candidates based in DACH.

At [Employer hidden] we expect everyone to…

• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• Make the Journey Fun

You can read more about this in our public Notion page.

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

• A competitive salary + stock options in our fast-growing Series D start-up.
• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
• 25 days of annual leave + public holidays in the country where you are based.
• Cycle to work scheme (London).
• Regular socials.
• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)
• A generous referral scheme.
• Pension contribution/salary sacrifice.
• Work from home set up.
• A huge opportunity for career growth as you’ll help shape a market-defining product.