Overview
As Head of Customer Success, you will lead a high-performing team across DACHEE, driving a commercially focused CS function enhanced by AI. You’ll shape the operating model, develop talent, and build scalable processes to drive retention, expansion, and health signals. You’ll partner with Product, Commercial, and Operations to align customer outcomes with company priorities. This role offers ownership, strategic influence, and hands-on ability to ship AI-driven tooling that informs decision-making and scales the team. You’ll shape how CS contributes to growth at a rapidly expanding SaaS business.
Leistungen / Benefits
- Unlimited paid holiday
- Company share program
- Paid parental leave
- Annual learning budget
- EDGE time for development
- Work from anywhere policy
Verantwortungsbereiche
- Lead and direct a CS team across DACHEE with clear priorities and commercial expectations
- Own retention, expansion, payment adoption, and customer health across the post-onboarding lifecycle
- Design and manage the operating rhythm: goals, cadences, performance reviews, forecasting, accountability
- Coach and develop team members in commercial conversations, stakeholder management, and risk mitigation
- Recruit, onboard, and build long-term talent with development paths and succession plans
- Manage escalations and translate journey patterns into scalable processes
- Oversee AI-powered systems providing real-time health, risk, and expansion signals for the team
- Act as customer advocate internally, collaborating with Product, Commercial, and Operations to influence priorities
Zentrale Anforderungen
- Proven experience leading CS or CX teams in a SaaS environment with focus on people and business outcomes
- Commercial CS mindset with experience managing teams to KPIs like upsell, cross-sell, and expansion
- Experience building or overhauling CS processes and operating models in scale-up contexts
- Background in sales or commercially structured CS preferred; retention/satisfaction-only backgrounds welcome with recalibration
- Strong coaching and performance management skills
- Data fluency: ability to analyze performance trends and drive actions
- AI Fluency Level 4 or equivalent hands-on experience building/shipping AI-powered tooling
- Fluency in English and German
- commercial mindset
- leadership and people development
- stakeholder management
- AI-powered tooling
- data analysis
- operating model design
Manager of Customer Success - DACHEE (m/f/d) in Potsdam Arbeitgeber: Mews
Mews ist ein hervorragender Arbeitgeber, der eine inspirierende Arbeitsumgebung bietet, in der Technologie und Menschlichkeit Hand in Hand gehen. Als KYC Support Agent haben Sie die Möglichkeit, in einem dynamischen Team zu arbeiten, das Wert auf Eigenverantwortung und kontinuierliches Lernen legt. Mit einem klaren Fokus auf Mitarbeiterentwicklung und einer Kultur, die Innovation und Zusammenarbeit fördert, sind Sie Teil eines Unternehmens, das die Hotellerie revolutioniert und dabei einen echten Einfluss auf die Branche hat.
