Head of Customer Success & Support

Your mission

We are seeking an experienced Head of Customer Success & Support to lead and scale our customer success and support department and drive strategic initiatives that maximize customer retention, satisfaction, and product adoption. You will lead a high-performing team and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products.

Your profile

Responsibilities:

• Set and execute customer success strategy: Develop and implement strategies that enhance customer satisfaction, retention, and overall success.
• Lead the customer success and support team: Manage, mentor, and grow the customer success & support team.
• Collaborate with cross-functional teams: Work closely with sales, product, marketing, and other departments to align customer success initiatives with broader company goals.
• Analyze customer data: Regularly review customer feedback, usage data, and key performance indicators (KPIs) to identify trends and areas for improvement.
• Drive customer engagement: Develop programs and initiatives that increase customer engagement, encourage product adoption.
• Customer advocacy: Act as the voice of the customer within the organization, ensuring that customer feedback is incorporated into product development and business strategies.
• Optimize customer success processes: Continuously refine customer success processes and tools, e.g. with the help of AI to improve efficiency and effectiveness.
• Manage key accounts: Oversee relationships with strategic customers, ensuring their needs are met, and they remain loyal to the company.
• Report on customer success metrics: Provide regular reports and insights on customer success metrics to senior leadership, highlighting successes and areas for improvement.
• Risk Mitigation and Management: Proactively identify and address customer concerns or issues.

Our ideal candidate:

• Proven experience in a customer success leadership role, preferably in the SaaS industry.
• Strong leadership skills with a track record of managing and developing high-performing teams.
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models is a plus.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Strategic thinker, but who is also very comfortable being hands on with processes and customers.
• Excellent interpersonal skills for working with customers and collaborating with internal teams.
• Analytical mindset with the ability to interpret data and make informed date-driven decisions.
• Customer-focused approach with a passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficiency in German and English, other languages are beneficial.
• Specific M365 sector knowledge is a plus.
  

Why us?

Rencore offers:

• Exciting job, motivated team, space for ideas and innovations.
• Opportunity to continuously learn new things and develop yourself personally and professionally.
• Hybrid working environment (between home office and Munich office).
• Work life balance.
• Modern central office with large rooftop terrace.
• Unlimited vacations and you get a paid day off on your birthday!
• Choice of your company laptop Windows or Apple.
• You are part of a first-class internationally distributed team (business language English).
• Competitive Compensation.
  
  

This is an incredible opportunity for a talented Customer Success leader to help take a scaling software business’ Customer Success & Support capability to the next level. If you’re seeking to make an impact with a team of professionals, who take on change as a challenge, and strive to bring new ideas to life, this could be you. Let's make this happen! – Apply!