Head of Customer Success

About the role

We are seeking a Head of Customer Success to lead our fast‑growing AI technology business in Germany. In this senior position you will shape the customer success function, drive product adoption, and act as a trusted advisor to enterprise clients.

Key responsibilities

• Own and manage a portfolio of strategic enterprise accounts, ensuring adoption, retention and expansion.
• Lead, mentor and develop Customer Success Managers and Deployment Engineers, fostering a high‑performance, customer‑centric culture.
• Design and implement scalable success frameworks, including onboarding programs, health scoring, playbooks and performance standards.
• Serve as the primary escalation point for complex issues, driving resolution and maintaining strong client relationships.
• Conduct executive business reviews, strategic account planning and stakeholder meetings.
• Collaborate with senior leadership on customer health initiatives, team performance and product feedback.
• Support recruitment, onboarding and talent development as the organization expands.
• Bridge customer‑facing teams and technical implementation resources to ensure successful project delivery.

Required profile

• Previous hands‑on technical implementation experience (e.g., Solutions Engineer, Deployment Engineer, Technical Implementation Consultant).
• Proven leadership experience managing and developing teams, including performance management.
• Strong technical knowledge of APIs, webhooks, integrations and software implementation processes.
• Demonstrated success managing complex enterprise relationships throughout the full customer lifecycle.
• Experience building customer success processes and operational standards in fast‑paced environments.
• Excellent verbal and written English communication skills, with the ability to engage executive stakeholders.

Required skills

• APIs
• Webhooks
• Integrations
• Software implementation processes