Head of Customer Success

Your mission We’re hiring a Head of Customer Success to build and lead our post-sale organization for the B2B Enterprise segment. You’ll design the Customer Success function from scratch — covering Customer Success Management, Implementation, Support, and Key Account Management — and take full ownership of renewals, expansions, and Net Revenue Retention (NRR). This is a hands-on builder role: you design the process, team, you run it, and you’re accountable for the number. What You’ll Do Own NRR, GRR, renewals, and expansion revenue for our enterprise customer base.Design and scale the Customer Success organization — structure, roles, processes, and KPIs.Build the customer journey: onboarding, adoption, value realization, renewal, and expansion.Partner with Sales on account transitions and growth plans while owning the commercial relationship post-sale.Hire, coach, and lead a high-performing team focused on enterprise outcomes and revenue impact.Represent the voice of the customer across Product, Engineering, and Leadership. Your profile What You Bring 8–12+ years in Customer Success or post-sale leadership, including direct revenue ownership (renewals + expansions).Proven experience building or scaling a CS organization in a B2B enterprise SaaS environment.Deep understanding of complex, multi-stakeholder enterprise accounts and long sales/renewal cycles.Strong commercial instincts — data-driven, forecast-accurate, and outcome-oriented.Skilled communicator who builds credibility with executives and customers alike.Fluent in English; German or exposure to Asian Business culture are a plus.Willingness to travel to customers and regional teams as needed. What Success Looks Like NRR consistently >110% and renewals are predictable.Enterprise customers see measurable value and expand over time.Customer Success becomes a revenue engine, not a support function. About Us We envision a future where there is symbiosis between man & machine. Where our collective knowledge, transcending beyond borders, empowers machine driven economic activity while liberating society to focus on thoughtful actions. Holocene’s tools enable this! We are building cutting edge tools that are accessible to every business and helps them make informed decisions on supply chain. Supply Chains are the underpinnings of our society. We are headquartered in Berlin, Germany and have distributed team working globally. Our core values which you will see in every little act we do are : Ambitions(Uncomfortable) Transparent in talking of feedback internally & externallyHighly curious about problemPractical Innovation, which forms the basis of Progress over Perfection