Head of Customer Success Management

<h3>Company Description</h3><p>At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. </p><h3>Job Description</h3><p>We are looking for a <strong>strategic and customer-obsessed leader</strong> to take on the role of <strong>Head of Customer Success Management</strong> for the <strong>Central Europe &amp; International (CE&amp;I) region</strong>. This position plays a critical role in driving customer satisfaction, retention, and growth by ensuring clients maximize the value of our software solutions.</p><p>You’ll lead a high-performing team of Customer Success Managers, drive operational excellence, and work cross-functionally to deliver exceptional post-sale experiences that drive adoption, loyalty, and long-term value.</p><p><strong>Customer Success Strategy &amp; Execution</strong></p><ul><li><p>Lead regional customer success strategy aligned with business goals.</p></li><li><p>Drive onboarding, adoption, retention, and expansion efforts.</p></li><li><p>Monitor key success metrics including renewal rates, churn, CSAT, NPS, and CLTV.</p></li><li><p>Develop and maintain customer journey playbooks and success plans.</p></li></ul><p><strong>Customer Relationship Management</strong></p><ul><li><p>Build and maintain strong relationships with key enterprise customers.</p></li><li><p>Conduct regular business reviews and customer health checks.</p></li><li><p>Act as a customer advocate internally and manage escalations effectively.</p></li></ul><p><strong>Process Optimization &amp; Insight</strong></p><ul><li><p>Leverage tools and data to optimize customer segmentation and engagement.</p></li><li><p>Champion continuous improvement of processes, tools, and best practices.</p></li><li><p>Stay ahead of industry trends and share insights with internal stakeholders.</p></li></ul><p><strong>Reporting &amp; Strategic Support</strong></p><ul><li><p>Provide accurate and timely reports, forecasts, and insights.</p></li><li><p>Support strategic initiatives and drive outcomes for large enterprise accounts.</p></li></ul><p><strong>Team Leadership &amp; Development</strong></p><ul><li><p>Recruit, mentor, and lead a team of high-performing Customer Success Managers.</p></li><li><p>Set clear performance goals and create a collaborative, customer-first culture.</p></li><li><p>Promote Quadient’s values of <strong>Empowerment, Passion, Inspiration, and Community</strong>.</p></li></ul><h3>Qualifications</h3><ul><li><p>Minimum <strong>5 years of experience</strong> in Customer Success or Account Management, preferably in <strong>Software</strong>.</p></li><li><p>Proven track record in <strong>people leadership</strong> and strategic customer relationship management.</p></li><li><p>Strong analytical, communication, and presentation skills.</p></li><li><p>Proficiency with tools such as <strong>Salesforce and Microsoft Office Suite</strong>.</p></li><li><p><strong>Fluent German</strong> and <strong>business-level English</strong> are essential.</p></li></ul><p>Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. </p><p>#LI-KC1</p><h3>Additional Information</h3><p><strong>Rewards &amp; Benefits</strong>  </p><ul><li><strong>Flexible Work:</strong> Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.  </li><li><strong>Endless Learning:</strong> Access global opportunities for growth through our 24/7 online learning platform.  </li><li><strong>Inclusive Community:</strong> Join our Empowered Communities and engage in our Philanthropy program.  </li><li><strong>Comprehensive Rewards: </strong>Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.  </li><li><strong>Caring for Wellbeing:</strong> Access our complimentary employee assistance program for mental health support.  </li></ul><p><strong>Smart Work at Quadient </strong><br/> At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matte