VP Global Client Success

Berlin Vollzeit No home office possible

Lead and scale the Client Success function, overseeing Client Success Management, Customer Support, and Technical Account Management teams.
Develop and implement strategies for successful product delivery, maximising client retention and driving product adoption and operational efficiency.
Ensure high levels of client satisfaction through clear communication, proactive issue resolution, and continuous relationship building.
Build and mentor a high-performing team, ensuring clear LMA (Leadership, Management, Accountability).
Define and track performance metrics, reporting progress to the leadership team regularly.
Collaborate closely with Sales to ensure a smooth client handoff and align on upsell opportunities.
Drive cross-functional collaboration with Product, Sales, and Engineering to ensure client feedback is incorporated into the product roadmap.
Build scalable processes for client onboarding, product adoption and support, ensuring operational excellence and a seamless client experience.
Ensure service SLAs are met, managing escalations as needed.

7+ years of experience in Client Success, Account Management, or customer-facing roles, with 3+ years in leadership positions.
Proven track record of improving client satisfaction and retention while scaling teams in a high-growth environment.
Strong experience in B2B industries, ideally in AdTech, MarTech, or SaaS, with deep understanding of managing service-enabled product delivery.
Excellent communication and relationship-building skills, with a strong customer-first mindset.
Analytical and data-driven, with the ability to set and track key metrics (e.g., NPS, churn, retention) and make data-informed decisions.
Experience working with cross-functional teams (Sales, Product, Engineering) to drive product adoption and client success.
Experience with managing technical product integrations and ensuring smooth operations with external partners.
Fluent in English; German is a plus.

We are open to flexible work models: we work on a hybrid mode and remotely.
To encourage education and professional growth, we offer an individual yearly budget of 1,200€.
You are entitled to 30 vacation days per year.
We offer BVG company ticket, JobRad bike leasing, Urban Sports Club membership, company pension scheme.
We care about your mental health and provide you with coaching and counseling sessions through the collaboration with the Fürstenberg Institut.
Regular team events and company events organised by our People team (Trust us, they know how to throw a party!).
We equip you with the latest hardware and provide you with all the tools you need to thrive.

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Kontaktperson:

Adsquare GmbH HR Team

VP Global Client Success