Director of Customer Success - US

With offices in Chicago, Germany, Italy, and Stockholm, MARKT-PILOT is a high-growth SaaS company helping industrial machinery manufacturers (OEMs) price smarter. Our market-intelligence platform surfaces real-time competitive prices, availability, and demand trends for aftermarket parts, enabling teams to optimize pricing, grow revenue and margins, and deliver a better customer experience.
We are seeking an experienced Director of Customer Success to lead our growing Customer Success organization and drive strategic customer relationships across our portfolio of high-value industrial OEM clients. You'll be responsible for building and scaling a high-performing team of 7 Customer Success professionals while maintaining direct engagement with our most strategic accounts and executive stakeholders. This role combines hands-on customer leadership with team management, requiring someone who can both drive meaningful outcomes across complex customer organizations and develop the next generation of Customer Success talent. You'll play a pivotal role in shaping our Customer Success strategy, establishing best practices, and ensuring our team delivers exceptional value to customers while driving sustainable revenue growth. If you're passionate about building world-class Customer Success organizations and have experience leading teams in fast-scaling, data-driven SaaS environments, we want to meet you.

What we expect you to own and run with:

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Team Leadership & Development:
• Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities.
• Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization
• Recruit, onboard, and develop top Customer Success talent to support company growth
• Foster a culture of customer-centricity, collaboration, and continuous improvement

Strategic Customer Management
• Oversee the management of our most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth
• Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions
• Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio

Revenue Growth & Retention
• Own and drive Net Revenue Retention targets across the Customer Success organization
• Identify and execute opportunities for upselling and cross-selling by aligning our platform to evolving customer needs
• Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates
• Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion

Organizational Strategy & Operations
• Define and implement Customer Success processes, playbooks, and best practices across the team
• Establish metrics and reporting frameworks to track team performance and customer health
• Partner closely with Product, Sales, and Engineering teams to ensure customer feedback drives product roadmap decisions
• Lead cross-functional initiatives to improve customer experience and drive business outcomes

Market & Industry Expertise
• Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations
• Represent the company at industry events and customer conferences
• Stay current on market trends and competitive landscape to inform customer success strategies

Which boxes you need to check:

• 5-8+ years of experience in Customer Success, Account Management, or customer-facing roles in B2B SaaS environments
• 3+ years of experience managing and scaling Customer Success teams of 5+ people
• Proven track record of developing high-performing teams and driving individual contributor success
• Demonstrated success managing strategic accounts with executive-level stakeholders and complex decision-making processes
• Strong understanding of SaaS customer lifecycle and experience driving Net Revenue Retention of 110%+
• Experience leading quarterly business reviews and strategic planning sessions with C-level executives
• Familiarity with the OEM, machinery, or manufacturing industry strongly preferred
• Experience with CRM systems like HubSpot or Salesforce and Customer Success platforms
• Exceptional communication, presentation, and stakeholder management skills
• Strategic thinking with ability to balance long-term vision with short-term execution
• Consultative, analytical, and highly organized approach with focus on business impact
• Experience working in fast-paced, high-growth environments
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