Head of Customer Success (w/m/d)

A leadership role responsible for shaping and scaling the Customer Success organization within a SaaS and E-Commerce environment, focusing on growth, customer retention, and team development.

Location: Remote (EU)

Salary: up to 80,000 Euro/year plus performance bonus

Responsibilities

• Develop and execute the Customer Success strategy for sustainable growth and excellent customer experience.
• Lead and build structures for a growing team supporting four SaaS solutions in E-Commerce.
• Manage operations including resource planning, escalation management, and KPI/OKR tracking to ensure high service quality.
• Support integration of new companies during acquisitions and standardize workflows and processes.
• Drive cross-departmental projects and initiatives, reporting directly to the CRO and acting as a key interface between management and operational teams.

Requirements

• Several years of experience in a senior or leadership role in Customer Success, Support, or Account Management within a SaaS company.
• Experience in E-Commerce environment.
• Proven success in leading remote teams and establishing strong performance and feedback cultures.
• Experience in scale-up, transformation, or growth projects.
• Strong operational and performance management skills, with a focus on KPIs and OKRs.
• Experience with internationalization and growth projects is a plus.
• Excellent communication skills in German and English, confident in stakeholder engagement and representation.

Benefits

• 30 vacation days, 100% remote work, flexible working hours.
• Unbefristeter Arbeitsvertrag (permanent contract).
• Up to 80,000 Euro gross annual salary plus performance bonus.
• Hardware-Ausstattung nach Wunsch.
• JobRad.
• Monatliche Gutscheinauswahl im Wert von 50€ über emplu.
• Weiterbildungsmöglichkeiten.
• Betriebliche Altersvorsorge.
• Vermögenswirksame Leistungen.
• CSR-Spendenbudget.
• Bis zu 3 Monate Remote-Arbeit innerhalb der EU pro Jahr.