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- Aufgaben: Lead customer success initiatives and empower users to maximize our digital platform.
- Arbeitgeber: Join ablefy, Germany's top platform for digital product creators, backed by $38 million in funding.
- Mitarbeitervorteile: Enjoy 30 vacation days, a competitive salary, and a personal training budget of €1,500.
- Warum dieser Job: Shape the future of customer success while fostering relationships with diverse entrepreneurs.
- Gewünschte Qualifikationen: 5+ years in customer success, fluent in German and English, with a strong SaaS background.
- Andere Informationen: Be part of a culture that values equity, inclusion, and personal growth.
Das voraussichtliche Gehalt liegt zwischen 54000 - 84000 € pro Jahr.
About us
At ablefy, we believe that passion can turn into a career for anyone! With our cloud-based SaaS platform solution, ablefy.io, we offer an easy and efficient way for everyone to create and sell digital products and online courses. More than 70,000 entrepreneurs have already placed their trust in our expertise!
Our story began in 2015, and for the first five years, we grew organically, becoming a profitable company with a team of around 60 employees. Then, in September 2021, we raised $38 million in series A funding led by Target Global, with participation from Partech Ventures and Avid Ventures. Since then, we\’ve doubled in size!
Since then, our company size, products, features, and services have doubled and we have become Germany\’s No. 1 platform for coaches, consultants, speakers, and service providers. We continue to grow to this day – that\’s why we\’re looking for you.
Our core values are crucial to our success:
- As One Tribe
- Customer-Obsessed
- Be Curious & Drive Change
Description
We are seeking a Head of Customer Success who is passionate about customer empowerment and digital commerce growth to drive strategic success for our users. This is an impactful, hands-on role where you will shape the future of ablefy’s Customer Success department, driving high engagement and retention across a diverse customer base.
Responsibilities
Onboarding & engagement
- Oversee onboarding and guide customers in maximizing ablefy’s features, from payment flow management to digital product sales.
- Cultivate robust, long-lasting relationships with customers, becoming a proactive partner as they scale.
- Tailor customer engagement to each business stage, empowering users with resources, product insights, and strategic support to help them succeed.
Customer Support and Technical Expertise
- Offer responsive, knowledgeable support for issues related to ablefy’s digital payment and commerce tools, managing escalations seamlessly.
- Maintain a collaborative feedback loop with Product, Tech, and Compliance teams to proactively improve customer experience and resolve complex issues.
Product Adoption and Retention
- Drive product adoption and optimize usage by educating customers on the full suite of ablefy\’s advanced features, including European-specific compliance tools, flexible payment gateways, and subscription-based modules.
- Build a network of ablefy advocates, encouraging customers to share experiences and contribute to community growth.
Customer Success Analytics and Reporting
- Analyze customer data to assess engagement, predict needs, and identify growth opportunities.
- Provide actionable insights and regular reports on customer success metrics such as churn, NPS, and feature adoption to support data-driven decisions.
Leadership
- Build and mentor a customer success team focused on personalized, high-touch support for digital businesses.
- Foster a collaborative and goal-oriented environment, aligning team initiatives with ablefy’s growth trajectory and customer-first philosophy.
Expectations
- Customer Empowerment: Champion customer success by anticipating needs and offering strategic guidance for seamless scaling.
- Technical and Digital Commerce Expertise: Familiarity with the needs of digital entrepreneurs and payment processing technologies, especially for subscription-based models and cross-border transactions in Europe.
- Analytical and Results-Driven: Regularly analyze customer success metrics to optimize performance and drive measurable results.
- Adaptive Leadership: Lead by example in a dynamic environment, adapting to evolving customer and market demands.
Commitment to ablefy’s Mission: Align with ablefy’s values, driving innovative, compliant, and scalable solutions for our customers.
Qualifications
- 5+ years in a customer success or account management role, preferably within digital commerce or the SaaS/payments sector.
- Proven track record in strategic leadership, ideally teams-of-teams, guiding teams to exceed growth and satisfaction targets.
- Strong understanding of the subscription economy, payment processing solutions, and European digital compliance standards.
- A customer-centric mindset – combines empathy and relationship-building to understand customer needs deeply and build trust-based connections, while actively advocating for customers within the company to influence product and service improvements.
- Strategic and analytical thinking – combines data-driven decision-making, using customer data to identify trends and opportunities, with proactive problem-solving to address barriers to customer success through root cause analysis and effective solutions.
- Operational excellence – optimizing processes to improve team efficiency and ensure consistent customer experiences, while using strong project management skills to oversee multiple customer initiatives simultaneously.
- Fluent in German (C2 level) and English, with excellent presentation and communication skills.
- Proficiency in customer success tools, analytics, and a data-driven approach to customer management.
Benefits
- Paid time off – 30 vacation days
- A competitive salary
- A personal training and development budget of €1,500 per year
- Responsibility and trust from day one
- Individual coaching and further training to support you in your development
- A free BVG ticket
- Employee discounts at numerous companies (e.g. at the gym or in online stores)
- Pension program with company match
- A culture of equity and inclusion where you are appreciated for the person you are
#J-18808-Ljbffr
Head of Customer Success (F/M/X) Arbeitgeber: Project J Ltd
Kontaktperson:
Project J Ltd HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Head of Customer Success (F/M/X)
✨Tip Number 1
Familiarize yourself with ablefy's platform and its features. Understanding the ins and outs of our SaaS solution will not only help you in the interview but also demonstrate your genuine interest in our product and how it empowers customers.
✨Tip Number 2
Showcase your experience in customer success by preparing specific examples of how you've driven engagement and retention in previous roles. Highlighting your strategic approach to customer empowerment will resonate well with our values.
✨Tip Number 3
Research the latest trends in digital commerce and payment processing, especially in the European market. Being knowledgeable about these topics will position you as a strong candidate who can contribute to our growth and adapt to market demands.
✨Tip Number 4
Prepare to discuss how you would build and mentor a customer success team. We value leadership that fosters collaboration and aligns with our mission, so having a clear vision for team development will set you apart.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Head of Customer Success (F/M/X)
Tipps für deine Bewerbung 🫡
Understand the Company Culture: Before applying, take some time to understand ablefy's core values: being customer-obsessed, curious, and driving change. Reflect these values in your application to show that you align with their mission.
Highlight Relevant Experience: Make sure to emphasize your experience in customer success or account management, especially within the digital commerce or SaaS sectors. Provide specific examples of how you've driven customer engagement and retention in previous roles.
Showcase Analytical Skills: Since the role requires analyzing customer data to drive decisions, include examples of how you've used data-driven insights to improve customer experiences or optimize processes in your past positions.
Tailor Your Application: Customize your CV and cover letter to reflect the specific responsibilities and qualifications mentioned in the job description. Use keywords from the listing to ensure your application stands out to the hiring team.
Wie du dich auf ein Vorstellungsgespräch bei Project J Ltd vorbereitest
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for empowering customers and driving their success. Share specific examples from your past experiences where you have positively impacted customer engagement and retention.
✨Demonstrate Technical Expertise
Be prepared to discuss your familiarity with digital commerce tools, payment processing technologies, and European compliance standards. Highlight any relevant experience you have in these areas to showcase your technical knowledge.
✨Prepare for Analytical Questions
Expect questions that assess your analytical skills. Be ready to discuss how you've used customer data to drive decisions, identify trends, and optimize performance in previous roles.
✨Align with Company Values
Familiarize yourself with ablefy's core values: 'As One Tribe', 'Customer-Obsessed', and 'Be Curious & Drive Change'. During the interview, demonstrate how your personal values align with theirs and how you can contribute to their mission.
