Description

In this role, you will be at the forefront of customer success, defining strategies and processes to ensure customers maximize their value. Your day-to-day responsibilities will include onboarding clients, running retention campaigns, and collaborating with teams to enhance the customer experience.

Requirements

• •Entrepreneurial and builder-minded
• •Experience in B2B SaaS, consulting, operations, or VC with strong strategic thinking and customer empathy
• •Comfortable with ambiguity and process creation
• •Strategic thinking and hands-on approach
• •Obsessed with customer outcomes
• •Exceptional communication skills in English and German
• •Experience in a scaling startup (10-100 employees)

Tasks

• •Define the customer success playbook
• •Build onboarding flows for new customers
• •Develop retention strategies and expansion frameworks
• •Establish success metrics from scratch
• •Identify upsell opportunities to drive revenue
• •Reduce customer churn effectively
• •Act as the customer voice in cross-functional teams
• •Shape product roadmap priorities based on customer needs
• •Document successful processes for scaling
• •Hire additional team members as needed
• •Onboard new customers to accelerate time-to-value
• •Run strategic campaigns for customer retention and expansion
• •Analyze usage patterns to identify risks and opportunities
• •Create meaningful touchpoints throughout the customer journey
• •Partner with Sales for efficient land-and-expand strategies
• •Provide product insights to drive differentiation

Benefits