Head of Customer Success & Support(m/w/x)

## Head of Customer Success & Support ###### Permanent employee, Full-time ·München --- ##### 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!