Director of Success Excellence (m/f)

Die RIB-Gruppe ist der weltweit führende Anbieter von Softwarelösungen für die Steuerung von Projekt- und Unternehmensprozessen in der Bau- & Immobilienbranche. Mehr als 60 Jahre Branchenerfahrung befähigen uns, unser Ziel, die Bauindustrie zur nachhaltigsten und digitalisiertesten Branche des 21.Jahrhunderts voranzutreiben, mit unseren Kunden erfolgreich zu erreichen: „Building Better Together“. Die Vision, Bauprojekte durch digitale Arbeitsmethoden effizienter und transparenter zu machen, haben wir in den letzten Jahren bei unseren Kunden Realität werden lassen - doch damit geben wir uns noch nicht zufrieden: wir wollen der Bauindustrie die Spitzenposition der Zukunft sichern! Dies ermöglichen unsere 2.500 Mitarbeiter*innen weltweit; davon > 500 Mitarbeiter*innen in DACH. Als eigenständiges Unternehmen der Schneider Electric eröffnen wir dir dabei nationale und internationale Karrierechancen und sinnstiftende Aufgaben in kaufmännischen und technischen Bereichen. Sei ein Teil davon #ONERIB

As the Director of Customer Success Excellence, you will be responsible for designing, developing, and maintaining a global Customer Success Framework/Play-Book and best practices, Churn measurement and reduction strategies including digital adoption aligned with SE/AVEVA and industry standards. This role reports directly to our Senior Vice President Customer Care, and plays a critical part in ensuring consistency, scalability, and quality across Customer Success efforts globally for our portfolio of 22+ software products serving the Architecture, Engineering, and Construction (AEC) industry. Note: This role does not manage the day-to-day Customer Success operations in the regions or supervise regional Customer Success teams. It provides the overarching strategic, tooling and operational guidance to run a highly effective Customer Success operation.

Key Responsibilities

• Work closely with the Senior VP of Customer Care: Collaborate with RIB Customer Care to align Customer Excellence strategies with overall business objectives and Customer Support Strategies. Ensure effective communication and coordination between Customer Excellence and other departments.
• Playbook Design & Governance: Own and evolve the global Customer Success operating model, methodologies, and engagement frameworks. Define global standards for onboarding, lifecycle engagement, health monitoring, and value realization. Ensure best practices are in place for cross-functional orchestration, renewal enablement, digital adoption, and Voice of the Customer programs.
• Customer Success Tooling Define and own the Customer Success technology stack and supporting tools (e.g., Gainsight, Totango, Certinia). Partner with IT, Product, and regional Customer Success teams to implement and optimize tools that support data-driven engagement, automation, and scalability. Ensure tooling supports the global Customer Success framework, including customer health scoring, lifecycle journeys, success planning, usage tracking, and feedback loops. Drive governance for data quality, process adherence, and tooling adoption across regions.
• Collaboration & Regional Enablement: Partner with regional Customer Success Leaders to localize the global framework for market, product, and regulatory fit. Support implementation and drive adoption of global practices in alignment with local needs. Facilitate knowledge sharing and alignment between global and regional Customer Success functions.
• Churn Measurement & Reduction Define, standardise, and govern/implement global churn KPIs, ensuring a consistent, data-driven approach to reducing avoidable churn and improving customer value. Establish and operationalise CRM-based churn processes, including lifecycle tracking, health monitoring, and structured save plays to enable scalable, repeatable retention practices. Lead the development of predictive, AI-enabled churn capabilities, leveraging customer, product, and commercial data to identify risk early and drive proactive interventions.
• Digital Adoption & Self-Sufficiency Strategy Collaborate with Knowledge Service, Education Service and Product Management teams to define digital adoption roadmaps, self-help strategies, and in-app guidance. Standardize and scale enablement tools to improve self-sufficiency and reduce reactive support dependency.
• Cross-Functional Excellence Establish collaboration models between Customer Success, Knowledge Service, Product Management, Education Service, Support, and Sales. Ensure seamless integration of Customer Success with release readiness, product feedback loops, and commercial strategy.
• Metrics, Reporting and Insight: Define and maintain global KPIs related to customer onboarding, adoption, health, renewal, and advocacy. Use insights from Customer Success tools and platforms to continuously improve the framework and inform strategic decisions. Provide executive dashboards and operational reporting to stakeholders across the organization.
• Best Practice Development & Continuous Improvement Curate and maintain a library of playbooks, templates, and toolkits. Lead global forums or councils to share innovations and drive alignment. Benchmark tooling, methods, and success metrics against SE/AVEVA and industry standards.
• Enablement, Training & Capability Building: Design and deliver comprehensive enablement programs to build capabilities across regional Customer Success teams. Create structured training, onboarding content, and professional development journeys to promote consistent global Customer Success standards. Collaborate with regional leaders to close skill gaps, provide coaching frameworks, and support the development of high-performance teams. Foster a global culture of ownership, accountability, and customer-centric excellence through continuous learning and mentoring.

Your Profile

8+ years of proven experience in Customer Success leadership, with a track record of operating in or leading global, cross-regional environments. Experience in the Architecture, Engineering, and Construction (AEC) industry or broader engineering software sector is a distinct advantage. Proven experience implementing and managing Customer Success platforms and tools. Strong understanding of Customer Success domains: onboarding, adoption, health scoring, renewals, advocacy, self-service, churn and save plays. Strategic thinker with strong analytical, communication, and change management skills. Skilled at influencing without authority and navigating cross-functional, multicultural environments. Experience with Salesforce Service Cloud, Certinia, Gainsight, Totango, or similar platforms preferred. Fluent in English; additional languages are a plus. Willingness to travel internationally as required; travel is expected but not extensive. AI and data literacy is a strong advantage; experience leveraging AI-driven insights or predictive tools within a Customer Success context is highly desirable. Motivated by our values and vision, we drive digital transformation for our customers—for a digital, more efficient, and more sustainable engineering and construction industry. “Building Better Together” is more than just a slogan for us. Because, alongside our customers, you are our priority.

Benefits and Perks

To help you fully develop your passion for your work, we support you with:

• A structured start: individual onboarding, newcomer event, organized networking
• Goodies such as: employee discounts (e.g., corporate benefits), bonuses (e.g., for weddings, births, anniversaries), Schneider Electric stock ownership, health management (e.g., maternity leave counseling, medical advice, vaccinations, etc.) and, depending on location: foosball, dogs allowed
• Perks that are state-of-the-art for us: employee events (team events, summer parties, breakfast get-togethers, etc.), free parking spaces
• Modern working time model: trust-based working hours, flexible working hours/flexitime, option to work hybrid or remotely (see the information in the job advertisement for details)
• Career development/prospects: team- or role-based development/training, individual development/training, national and international career prospects within the RIB Group or Schneider Electric, etc.
• Opportunities to make an impact and shape the future: our values “IACT” (Impact, Aspiration, Curiosity, Trust) are not just marketing buzzwords, but are lived and breathed by us, proactive sharing of your ideas/approaches/process optimizations within the team, company idea management, active participation in team and management level meetings (“RIB Town Halls”), etc.
• Ways to be sustainable: digital infrastructure, modern equipment, and, depending on your role, an electric car as a company vehicle.

Company Culture and Values

Motiviert durch unsere Werte kreieren wir eine corporate culture, in der wir ein klares Bild davon haben, wie wir miteinander interact, kommunizieren, arbeiten, führen/ coachen, supporten und unseren Nachwuchs fördern. Dabei steht immer der Mensch im Vordergrund!

Diversity and Inclusion

CHANCENGLEICHHEIT UND DIVERSITY RIB fördert die Chancengleichheit von Frauen und Männern in allen Funktionen und Tätigkeitsfeldern. Ganz gleich ob weibliche Führungskräfte, Mitarbeitende mit Behinderung, Berufseinsteigenden oder ältere Berufserfahrene – für uns zählt Engagement und die richtige Qualifikation. Der RIB Code of Conduct beschreibt dabei unsere wichtigsten Prinzipien in puncto Nationalität, ethnischer Herkunft, Religion,…

Vision

RIB VISION Gebäude und Bauten sind für 36% des weltweiten Energieverbrauchs und fast 40% der energiebedingten CO2-Emissionen verantwortlich. Um die Branche effizienter, robuster und nachhaltiger zu machen, entwickeln wir Softwarelösungen, mit denen man im gesamten Lebenszyklus eines Bauwerks Ressourcen, Rohstoffe und Energie einsparen kann. Digitalisierung sehen wir als einen Treiber für eine nachhaltige Bauindustrie. “Building Better Together” steht dabei für das Zusammenspiel der beiden weltweit führenden Prozess- und Energietechnologien: RIB-Gruppe und Schneider Electric. Unser Manifest beschreibt unsere Überzeugungen und Werte, die uns bei unserer Arbeit antreiben und uns gemeinsam zu Höchstleistungen inspirieren:

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better. With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology. We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds. Find out more at RIB Careers.

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