Head of Customer Success m/f/x (Remote)
About this job
Since autumn 2022, we have been working hard to expand our B2B business and are experiencing amazing growth! As Head of Customer Success in our dynamic team, you will play a central role: You will ensure that our customers are not just satisfied, but enthusiastic, and take customer loyalty and growth to a completely new level. You will report directly to a Co-Founder / VP of Sales, work closely with various departments, and lead a high-performing team. Your forward-thinking decisions and strategies will significantly shape the success and future of simpleclub. If you are ready to face an exciting challenge and become part of a dedicated team, apply now and be part of our success!
Responsibilities
- The most important tasks include scaling our existing processes in CSM. We are growing at enormous speed and need a CSM team and infrastructure that can successfully manage several thousand B2B customers.
- An important part of this structure is successful upselling, from small customers to the largest corporates in the DACH market. Our Net Revenue Retention is first-class and will be an important driver of our growth in the coming years. Your task is to systematically lay the foundation so that we always keep an eye on the next contract renewals and fully exploit the upsell potential.
- Team Leadership: Leading, mentoring, and developing a high-performing customer success team. Responsibility for hiring, training, and performance reviews to build a team capable of achieving strategic goals.
- Onboarding and Implementation: Overseeing the onboarding process for new customers to ensure seamless and effective implementation of our solutions.
- Retention and Renewal: Developing and managing strategies to increase customer retention and ensure successful contract renewals. Proactively addressing potential issues to prevent churn.
- Customer Advocacy: Acting as the voice of the customer within the company, providing valuable feedback to the product and development teams to inform future improvements.
- Reporting: Monitoring and reporting on key KPIs related to customer satisfaction, retention, and team performance. Using data-driven insights to guide strategic decisions.
- Cross-functional Collaboration: Collaborating with sales, product, marketing, and other departments to ensure a cohesive approach to meeting customer needs and driving company growth.
Qualifications
- People Management Experience. You have experience leading teams and developing people. You succeed in building collaboration with all departments.
- Team Scaling. You have developed existing teams and have experience changing roles within your team when needed.
- Previous experience in Account Management or Customer Success. At least 5+ years of experience in a B2B/SaaS company or similar field.
- NRR Growth Engine. You have a proven track record in developing revenue from existing customers.
- Data & Reporting. You not only have a deep understanding of CRM systems, but you have also developed them yourself. You are a builder and not just a maintainer of these systems.
- Solution-oriented. You bring an analytical and solution-oriented approach.
- Project Management. You effectively coordinate various customer initiatives and stay on top of them to successfully execute your projects.
- Excellent verbal and written skills in German and English.
- Analytical thinking. You enjoy working with numbers and analyzing them to identify areas for improvement in our work with customers.
- Proactivity. You identify challenges early and proactively develop solutions for them.
- Resilience. You turn challenges into opportunities by gathering feedback and passing it on to our product team for the improvement of our app and its features.
Benefits
- Unlimited paid vacation
- Work from anywhere
- VSOP -- Your share of the joint company success
- Team events
- A great culture
- Professional development
- Participation in a meaningful mission
- Open communication
💰Your compensation: We 💙 transparency. We have different compensation levels based on which we determine a fair salary for each area. Compensation is reviewed at least once a year.
The salary range of EUR 92,500 to EUR 138,750 gross annually (for a 100% position) represents the target annual salary and already includes an 80/20 split between fixed and variable components.
If you live outside of Germany, we will adapt to your local market.
We have introduced salary bands in all job descriptions to ensure that we treat all employees fairly. After getting to know each other better in the course of the application process and developing a deeper understanding of your skills and experience, we can assess where you would be best positioned within the compensation range.
🌍 simpleclub welcomes everyone. Yes, everyone:
At simpleclub, we are dedicated to building a work environment that fosters equality, inclusion, and diversity. As we expand, we believe that everyone's uniqueness should be celebrated and embraced. This is crucial for our success and innovation. We want to build a product that is loved by everyone, and we want that to be reflected in our teams as well.
It is important to us that our employees bring their whole selves to work, regardless of age, ethnicity, religion, nationality, sexual orientation, disability status, neurodiversity, skin color, belief, gender, or otherwise.
In this spirit, we are working to ensure that simpleclub remains a diverse and inclusive environment for all.
About simpleclub
simpleclub was originally founded by Nicolai Schork and Alexander Giesecke as a B2C learning platform for students and soon became the most popular brand in the industry with 2m+ monthly users and 4m+ social media followers.
In 2021, simpleclub was ranked the #1 employer in the industry by Statista and Business Punk magazine.
In 2023 simpleclub expanded into B2B SaaS, led by Alexander Powell as a co-founder, which soon became the main focus of the company.
Today, simpleclub is an AI-powered B2B learning platform for up- & reskilling with a team of around 100 employees trusted by companies like Audi, Bosch, Amazon and Vodafone alongside 500+ other companies.
The platform combines an interactive learning experience for users with learning management for trainers, powered by AI.
