Head of Customer Success

About the role

As Head of Customer Success at remberg you will lead and grow a team of five Customer Success professionals, overseeing activation and retention for both enterprise and mid‑market customers. The role is based in Munich with a hybrid work model and reports to the Chief Product Officer.

Key responsibilities

• Lead, coach and develop the Customer Success team, set targets and run weekly portfolio reviews.
• Own activation and time‑to‑value, designing onboarding, in‑product guidance and templated configurations.
• Drive net‑revenue‑retention through early‑warning systems, renewal management and churn analysis.
• Identify and progress upsell and cross‑sell opportunities in close partnership with Sales.
• Scale impact with AI‑assisted outreach, ticket resolution, call summarisation and automated health scoring.

Required profile

• 3+ years of experience leading a B2B SaaS Customer Success or post‑sales team.
• Hands‑on exposure to the industrial sector (manufacturing, plant operations or asset management).
• Proven ability to engage C‑level stakeholders and run executive business reviews.
• Strong analytical mindset, data‑driven decision making and KPI ownership.
• Fluent German and proficient English.

Required skills

• AI tooling for customer‑facing and internal workflows.
• Automation and self‑serve in‑product flows.
• Solution engineering exposure for integration projects.

What we offer

• Competitive salary, equity and annual reviews.
• Health and wellness benefits including Nilo Health, JobRad and sports memberships.
• Prime office location in central Munich with a lively culture.
• Hybrid work model with up to three remote days per week and three months of remote work per year.
• €1,500 development budget, educational leave and a paid volunteering day.