Director of Customer Success (fmd)
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Your mission
Weve achieved what most startups only dream of: true ProductMarket Fit. With 10m ARR 1400 customers and a120% Net Revenue Retention (NRR) our product is winning.
However our growth has outpaced our infrastructure. Until now weve relied on heroic individual efforts and a lot of tribal knowledge to get us here. To scale to the next stage we now need process data and strategy.
Were looking for a SaaS scale-up veteran to take the reins of our high-performing Customer Success organization. This is not a role for someone who simply manages a team. You will be the architect who transforms a reactive service function into a proactive data-driven revenue engine.
However our growth has outpaced our infrastructure. Until now weve relied on heroic individual efforts and a lot of tribal knowledge to get us here. To scale to the next stage we now need process data and strategy.
Were looking for a SaaS scale-up veteran to take the reins of our high-performing Customer Success organization. This is not a role for someone who simply manages a team. You will be the architect who transforms a reactive service function into a proactive data-driven revenue engine.
In this role you will
You will inherit a talented high-energy team and a loyal customer base. Your mandate is to professionalize and scale the operation from10m to 50m ARR.
- From Art to Science -Move us from heroics to repeatable playbooks. You will audit document and rebuild our customer journeys across onboarding renewal and expansion.
- Build the Hybrid Engine - We serve both SMB and Enterprise customers. You will design a Digital CS (tech-touch) motion for our high-volume segment alongside a white-glove strategic motion for key accounts.
- Fix the Foundation - Our data is messy. You will own the source of truth partnering closely with Operations and Finance to ensure our CRM and CS tooling accurately reflect reality.
- Elevate the Team -Mentor a young driven team including experienced Team Leads into world-class Customer Success Managers.
What you need to be successful
Youve seen what great looks like. Youve lived through the chaos of the5m50m scale-up journey before and know exactly which levers to pull.
- 7 years of experience in B2B SaaS Customer Success with direct exposure to scaling an organization from roughly 10m to 50m ARR.
- You dont see CS as support. You see it as a revenue function. You are comfortable owning NRR GRR and expansion targets.
- Proven experience managing both high-volume customer bases (1000 customers via automation and tech-touch) and high-touch enterprise relationships. You understand that a 5k customer and a 100k customer require fundamentally different approaches.
- You are a strategic thinker who isnt afraid to get hands-on whether thats cleaning a CSV mapping workflows in Miro or designing processes from scratch. You value structure.
- You are a clear confident communicator in German (Native/C1) and English equally comfortable engaging with C-level stakeholders and supporting junior CSMs.
Whats in it for you
- Grow fast:Join Europes leading workplace management software company and accelerate your career development.
- Annual company summit:Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
- Team Bursts:Unlimited opportunities to collaborate with your team in person.
- Home office support:Financial contribution to set up a comfortable productive home office.
- Learning & development: Annual budget for coaching certifications and conferences.
- Hub visit: Yearly sponsored trip to one of our hubs.
- Generous annual leave: Plenty of time off to recharge.
- Joy budget: Annual budget to spend on activities that spark joy connection and shared energy.
About us
At deskbird we empower companies worldwide to navigate the complexities of hybrid work. Our people-centric software enables employees to easily coordinate office schedules book desks and collaborate more effectively. For admins we provide powerful insights and analytics to optimise office operations. As one of the fastest-growing SaaS startups we are a team of diverse talent from 22 nationalities with vibrant hubs in Berlin Munich Barcelona Paris Pfäffikon Bucharest Belgrade Sofia and Skopje.
If our mission and this role resonate with you we encourage you to apply even if you dont meet every single requirement. At deskbird we value the unique perspectives and contributions that each individual brings. We believe in the potential for growth and the impact we can achieve together. Whether you see yourself as an 80% fit or more your passion and enthusiasm are what truly matter. Take that step - lets uncover your potential and shape the future together.
We are an equal-opportunity employer and celebrate diversity recognising that diverse perspectives and backgrounds enrich our teams and strengthen our organisation. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race ethnicity religion colour place of birth sex gender identity or expression sexual orientation age marital status military service status or disability status.
If our mission and this role resonate with you we encourage you to apply even if you dont meet every single requirement. At deskbird we value the unique perspectives and contributions that each individual brings. We believe in the potential for growth and the impact we can achieve together. Whether you see yourself as an 80% fit or more your passion and enthusiasm are what truly matter. Take that step - lets uncover your potential and shape the future together.
We are an equal-opportunity employer and celebrate diversity recognising that diverse perspectives and backgrounds enrich our teams and strengthen our organisation. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race ethnicity religion colour place of birth sex gender identity or expression sexual orientation age marital status military service status or disability status.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
At deskbird, we empower companies worldwide to navigate the complexities of hybrid work. Our people-centric software enables employees to easily coordinate office schedules, book desks, and collaborate more effectively. For admins, we provide powerful insights and analytics to optimis ... View more
