inne
Head of Customer Success(m/w/x)
Full-timeWith HomeofficeSenior
Berlin
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WOWorkist GmbH
Head of Customer Success & Implementation(m/w/x)
Berlin
Full-timeWith Home OfficeSenior
AI/ML
Nejo AI Summary
Leading customer success and implementation for B2B SaaS, SalesTech, and AI products. 5+ years leadership experience in SaaS scale-ups required. 4-week annual workation policy, professional development budget.
Requirements
- 5+ years leadership experience in Customer Success, Professional Services, Support, or Implementation within B2B SaaS or scale-up environment
- Passionate people manager with history implementing career progression frameworks
- Guiding junior and senior talent across disciplines
- Experience with SaaS, SalesTech, AI products, ERP Systems
- Selling into traditional industries (manufacturing, wholesale, supply chain)
- Proven experience scaling end-to-end post-sales operations
- Driving measurable improvements in NRR and CSAT/NPS
- Experience managing or working closely with technical and support roles
- Overseeing complex software integrations
- Ensuring high-quality ongoing customer support
Tasks
- Contribute to company-wide strategic planning
- Set and align cross-departmental goals
- Build career progression frameworks for CSM, SE, and Support
- Conduct regular 1:1s and performance reviews
- Develop tailored team member development plans
- Map and analyze implementation and support processes
- Improve processes to reduce Time-to-Value (TTV)
- Ensure fast ticket resolution
- Facilitate frictionless technical handover
- Integrate Workist's AI agents into client workflows
- Develop user adoption strategies for CSM team
- Manage digital transformation resistance
- Ensure clients fully leverage AI
- Take accountability for Net Revenue Retention (NRR)
- Take accountability for Customer Satisfaction (CSAT)
- Take accountability for Net Promoter Score (NPS)
- Foster alignment with Product, Sales, and Engineering
- Ensure customer feedback informs company strategy
- Inform product roadmap with support trends and AI use cases
Work Experience
- 5 - 7 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Native
- English – Business Fluent
Tools & Technologies
- SaaS
- SalesTech
- AI products
- ERP Systems
Benefits
Snacks & Drinks
- Access to office with coffee and drinks
Flexible Working
- Flexible work hours
Modern Equipment
- State-of-the-art equipment
Workation & Sabbatical
- 4-week annual workation policy
Additional Allowances
- Annual professional development budget
- €50 voucher
Healthcare & Fitness
- Urban Sports Club membership
Public Transport Subsidies
- Deutschlandticket Job subsidy
Company Bike
- JobRad bike leasing subsidy
More Vacation Days
- 3 additional Social Days per year
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Workist GmbH and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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WOWorkist GmbH
Head of Customer Success & Implementation(m/w/x)
Berlin
Full-timeWith Home OfficeSenior
AI/ML
Nejo AI Summary
Leading customer success and implementation for B2B SaaS, SalesTech, and AI products. 5+ years leadership experience in SaaS scale-ups required. 4-week annual workation policy, professional development budget.
Requirements
- 5+ years leadership experience in Customer Success, Professional Services, Support, or Implementation within B2B SaaS or scale-up environment
- Passionate people manager with history implementing career progression frameworks
- Guiding junior and senior talent across disciplines
- Experience with SaaS, SalesTech, AI products, ERP Systems
- Selling into traditional industries (manufacturing, wholesale, supply chain)
- Proven experience scaling end-to-end post-sales operations
- Driving measurable improvements in NRR and CSAT/NPS
- Experience managing or working closely with technical and support roles
- Overseeing complex software integrations
- Ensuring high-quality ongoing customer support
Tasks
- Contribute to company-wide strategic planning
- Set and align cross-departmental goals
- Build career progression frameworks for CSM, SE, and Support
- Conduct regular 1:1s and performance reviews
- Develop tailored team member development plans
- Map and analyze implementation and support processes
- Improve processes to reduce Time-to-Value (TTV)
- Ensure fast ticket resolution
- Facilitate frictionless technical handover
- Integrate Workist's AI agents into client workflows
- Develop user adoption strategies for CSM team
- Manage digital transformation resistance
- Ensure clients fully leverage AI
- Take accountability for Net Revenue Retention (NRR)
- Take accountability for Customer Satisfaction (CSAT)
- Take accountability for Net Promoter Score (NPS)
- Foster alignment with Product, Sales, and Engineering
- Ensure customer feedback informs company strategy
- Inform product roadmap with support trends and AI use cases
Work Experience
- 5 - 7 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Native
- English – Business Fluent
Tools & Technologies
- SaaS
- SalesTech
- AI products
- ERP Systems
Benefits
Snacks & Drinks
- Access to office with coffee and drinks
Flexible Working
- Flexible work hours
Modern Equipment
- State-of-the-art equipment
Workation & Sabbatical
- 4-week annual workation policy
Additional Allowances
- Annual professional development budget
- €50 voucher
Healthcare & Fitness
- Urban Sports Club membership
Public Transport Subsidies
- Deutschlandticket Job subsidy
Company Bike
- JobRad bike leasing subsidy
More Vacation Days
- 3 additional Social Days per year
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Workist GmbH and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
Workist GmbH
Industry
Other
Description
Das Unternehmen ist ein in Berlin ansässiges Deep-Tech-Startup, das hochmoderne KI-Software zur Automatisierung der Dokumentenverarbeitung bei B2B-Transaktionen einsetzt.
Not a perfect match?
- inne
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Full-timeWith HomeofficeSeniorBerlin - Forgent AI
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Full-timeWith HomeofficeSeniorMünchen, Berlin - Parloa
Team Lead, Enterprise Customer Engagement DACH(m/w/x)
Full-timeWith HomeofficeSeniorBerlin, München - Seven Education
Head of Support(m/w/x)
Full-timeWith HomeofficeSeniorWien, Hamburg, Berlin, Koblenz