Global Director of Customer Experience (fmd)

We are looking for a Global Director of Customer Experience to lead our global Customer Success Managers and Technical Support Specialists.
This is a true global leadership role with a team of around 20 people currently located across the US Europe India and Australia. Based in Berlin you will own the strategy operating model and performance of both functions with the primary objective of maximizing Net Revenue Retention (NRR) and consequently Gross Revenue Retention and customer retention.
You will build a scalable data-driven and commercially effective organization that enables customers to realize maximum value from Productsup while providing efficient and high-quality support.

Own Customer Success & Support Strategy

• Define and execute the global strategy for Customer Success and Technical Support.
• Establish a scalable customer segmentation and engagement model based on customer value complexity risk and growth potential.
• Define implement and continuously improve standard operating procedures across the customer lifecycle.
• Ensure clear ownership and collaboration across the main customer facing teams Customer Success Technical Support Sales Implementation and Managed Services.
• Continuously optimize the organizational structure to maximize effectiveness with a lean set up.

Drive Retention & Customer Value

• Make NRR the primary organizational success metric and establish the operating cadence required to improve it.
• Build systematic approaches to customer health churn prevention adoption value realization renewals and expansion.
• Ensure Customer Success operates proactively and uses data to identify customer risks and opportunities.
• Partner closely with Sales to identify and execute expansion opportunities.

Build a Data-Driven Organization

• Define the KPIs dashboards and reporting required to manage Customer Success and Technical Support effectively.
• Establish a consistent data-driven operating rhythm around customer health retention support performance and productivity.
• Translate customer and operational data into actionable improvements.
• Use data to continuously evaluate resource allocation organizational effectiveness and customer outcomes.

Drive AI Automation & Efficiency

• Identify and automate repetitive and low-value activities across Customer Success and Technical Support.
• Evaluate and implement AI-based support and self-service capabilities where they can improve customer experience and efficiency in collaboration with the Revenue Operations Team
• Continuously simplify processes and leverage technology to build a scalable organization.
• Balance operational efficiency with customer impact with a strong focus on effectiveness.

Lead Globally & Collaborate Cross-Functionally

• Lead and develop a high-performing global team across multiple regions and time zones.
• Build a lean agile and accountable organization with clear roles and responsibilities.
• Work closely with Regional Sales Leaders Marketing Revenue Operations Product Management Finance Implementation and Managed Services.
• Act as a key member of the global Go-to-Market leadership team and contribute to the overall customer and revenue strategy.

• Proven experience leading global Customer Success and/or Technical Support organizations in a B2B Enterprise SaaS environment.
• Strong track record of improving customer retention and Net Revenue Retention.
• Deep subject-matter expertise in Customer Success including segmentation customer health lifecycle management operating models and KPIs.
• Solid experience leading or operating Technical Support organizations including support operating models escalation management and service levels (L1/L2).
• Sufficient technical fluency to engage credibly with engineering and product teams on platform integration and escalation topics.
• Experience in building and managing distributed international teams and appropriate management structures.
• Strong commercial mindset with the ability to connect customer outcomes to revenue outcomes.
• Demonstrated ability to drive operational efficiency through process optimization automation and AI.
• Highly analytical and data-driven with a strong focus on measurable outcomes.
• Demonstrated leadership agility to align distinct team cultures and navigate organizational change successfully (prior change management experience is a plus).
• Excellent cross-functional and executive stakeholder-management skills.
• Experience in e-commerce retail technology or digital commerce is a plus.
• Based in Berlin and comfortable operating in a truly global environment.

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly because we know outstanding talent knows best how and where to work
• Ongoing internal and external training plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility impacting the companys growth in an international environment with 40 nationalities
• Discounted Urban Sports membership
• Employee Assistance Program

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities applies across our hiring processes and culture.

The compensation for this role corresponds to our M4 level in our organization