Customer Success Lead - Germany based

About us - Join Our Mission to Fight Climate Change as a Customer Success Lead

Want to be part of one of Europe's fastest-growing climate tech startups? We are looking for a passionate Customer Success Lead to play an elementary role in helping us transform every company into a sustainable business. This is a high-impact role with critical responsibility and influence on our product and overall venture development.

As a Customer Success Lead, you will be responsible for building and leading a high-performing customer success function, ensuring the long-term satisfaction, retention, and growth of our enterprise customers. With a hands-on approach, you lead the team of Sustainability Success Managers who engage directly with key stakeholders, supporting them in their climate journey by managing complex B2B relationships, defining climate objectives, and helping them leverage our platform to drive meaningful carbon reductions across their value chain.

If you are excited about scaling a high-growth SaaS company, working with enterprise clients, and making a tangible impact in the fight against climate change, we’d love to hear from you!

Who you are:

• You have proven experience in leading Customer Success team within a growing SaaS company (Growing early stage funded start up, ideally Series A Stage), with a strong track record of driving customer engagement, retention, and revenue expansion.

• You have experience, managing complex B2B relationships and working closely with enterprise clients.

• You enjoy managing multiple customers, supporting them in their needs, managing their expectations, and meeting deadlines, all while ensuring a seamless and positive experience.

• Your strong communication skills enable you to clearly explain complex topics, provide strategic guidance, and navigate various stakeholders (e.g., C-level executives, sustainability teams, and internal product teams).

• You are fluent in German (C1 or native) and English, ensuring seamless communication with our enterprise customers.

• Most of all, you care deeply about climate action and want to contribute your skills to create real impact.

• Bonus if you also bring knowledge of carbon accounting standards (CCF & PCF), compliance frameworks (GHG Protocol, GLEC), and EU regulatory requirements (CSRD, SFRD, EU Taxonomy, etc.) or experience developing net-zero strategies, climate transition plans, and carbon reduction measures.

What you will do - Responsibilities:

Customer Success Leadership:

• Build, lead, and scale our Customer Success function, ensuring the long-term success of our enterprise customers.

• Develop and implement strategies to drive adoption, retention, and expansion of our SaaS platform.

• Define and track key customer success metrics, ensuring continuous improvement in customer satisfaction and retention.

• Develop and implement scalable CS processes for onboarding, health scoring, and expansion to enhance customer engagement and growth.

• Further build and scale the Customer Success team by hiring and developing different roles as needed.

Enterprise Customer Engagement & Retention Strategy:

• Own and manage complex B2B relationships with enterprise clients, acting as their primary point of contact.

• Lead customer onboarding, ensuring a smooth and effective implementation of our platform.

• Gather and analyze customer feedback to drive product enhancements and improve customer experience.

• Develop strategies to actively increase customer retention, ensuring long-term partnerships with our enterprise clients.

Communication & Customer Relationships:

• Build strong, long-term customer relationships and partnerships, ensuring customers derive maximum value from our platform.

• Maintain clear, goal-oriented communication to understand customer needs and articulate value effectively.