Head of Customer Success mfx

Job Description

At DemoUp Cliplister were revolutionizing how over 3000 brands and retailers like MediaMarkt Otto Fnac Microsoft Logitech and Bosch bring their products to life with innovative solutions like video augmented reality and usergenerated content. Our unique approach combines content creation services with a stateoftheart digital asset management platform and content syndication making us a key SaaS player in Europes retail landscape. Join us to expand our network and make an impact!

Your role and your tasks:As the Head of Customer Success you will be leading our support and client success teams where you will be responsible for:

• Strategic Leadership & Team Development
  • Develop and execute a customer success strategy aligned with the companys goals and objectives.
  • Establish a highperforming customer success & support team including hiring training and coaching to drive customer satisfaction retention and growth.
  • Collaborate with Sales Product Marketing and Development teams to ensure alignment on customer needs product roadmap priorities and sales strategies.
• Customer Relationship Management
  • Build and maintain strong relationships with customers providing strategic guidance best practices and solutions to optimize their use of our products.
  • Proactively identify opportunities for upselling and expansion to hand them over to Sales.
• Data Analysis and Reporting
  • Establish track and monitor KPIs to measure the effectiveness of the customer success team and drive continuous improvement.
  • Utilize data and analytics to gain insights into customer behavior identify trends and report customer health to the senior management.
• Process and Continuous Improvement
  • Develop processes and workflows to streamline customer onboarding training and support activities.
  • Continuously refine and optimize customer success processes tools and methodologies to enhance efficiency scalability and customer satisfaction.

Requirements

Now lets talk about you:

• You have proven experience building & managing highperforming customer success teams within the SaaS industry preferably B2B.
• You have a strong understanding of SaaS business models and customer lifecycle management. Knowledge of product management and the eCommerce industry is a plus.
• You have a customercentric approach with a passion for delivering exceptional customer experiences.
• You have an analytical mindset with the ability to leverage data and metrics to drive strategic decisionmaking.
• You have excellent communication presentation and interpersonal skills.
• You ideally have an academic background in Business Administration Business Informatics Marketing (or related field).
• You speak business fluent English. Fluency in German Spanish or French is a plus.

The p** **erks of working with us

• You will be driving change for a product used by the worlds leading brands and online stores e.g. Sony MediaMarkt Thalia Bosch etc.
• You will work directly with the leadership team and have quick decisionmaking paths.
• We offer a competitive salary 30 days paid vacation & remote work within Germany (or from our Berlin office).
• You will be part of a passionate international team of 25 nationalities.
• We offer an individual training budget and up to 2 days paid educational leave per year.
• Finally we offer corporate benefits Urban Sports subsidy Deutschland ticket subsidy & more!