Head of Customer Success (f/m/d)

In this role, you will lead a growing Customer Success team that drives activation, retention, and expansion across PLG, mid-market, and enterprise segments. You will shape onboarding, in-product guidance, and AI-assisted processes to accelerate value for customers. You’ll partner with Sales, Product, Growth, and Marketing to optimize the CS stack and health signals at scale. The position offers leadership responsibilities in a fast-growing industrial AI company backed by strong investors and a mission to transform asset management with AI.

• competitive compensation
• equity
• health and wellness benefits
• Nilo Health
• JobRad
• Wellpass / Urban Sports Club option for sports and fitness (GUUD card alternative available)

• Lead, coach, and develop the CS team with clear targets and a culture of ownership.
• Own activation and time-to-value by improving onboarding and in-product guidance across segments.
• Own net revenue retention by building early-warning systems, renewals, and churn analysis.
• Drive vertical expansion in coordination with Sales, surfacing upsell/cross-sell opportunities.
• Scale automation and AI within CS, including outreach, ticket resolution, and health scoring.
• Partner with Sales, Product, Growth, and Marketing to align on opportunities and customer advocacy.
• Track KPIs, forecast renewals, and translate signals into action.

• 1+ years' experience leading a CS or post-sales team in B2B SaaS
• Strong coaching skills and people development mindset
• Plg/low-touch mindset with automation and self-serve content
• Experience in activation, health scoring, churn prevention, and renewal motions
• Data-driven with KPI mindset; ability to build and interpret dashboards
• Hands-on with AI tooling for customer workflows
• Executive stakeholder management; comfortable with C-level conversations
• Fluent in German and proficient in English

• leadership
• coaching
• data-driven decision making
• AI tooling for customer-facing and internal workflows
• automation and in-product flow design
• health scoring systems