Head of Customer Success

zetcom is one of the global market leaders for cultural institutions (museums & collections) managing organizations (foundations & associations) and environment departments (governments & corporations). More than 1200 customers in 30 countries use our configurable and customizable software (SaaS) to record cultural heritage to manage daily business or to govern environmentally relevant facilities. They are taken care of by our headquarters in Switzerland as well as our offices in Germany France Spain Finland and USA and our worldwide partners. zetcom celebrated its 25th anniversary in 2023 with its 100 employees.

The Customer Success team is responsible for taking care of our clients after their project goes live. The team is the first point of contact for clients whenever they experience issues need assistance and training have questions or request changes to their implementation. The team works closely with technical specialists to solve issues with project managers to understand client implementations and with the sales team to offer additional services to our clients.

To join our diverse and international team serving all zetcom locations worldwide working out of Berlin or Bern with a partially remote working model we are looking for an experienced permanent full-time Head of Customer Success.

You will drive sustainable growth and operational excellence by ensuring customers achieve measurable outcomes with zetcoms products strengthening retention and satisfaction. Reporting to the Head of Group Services and leading a team of 10 people including Key Account Managers Customer Success Specialists Support Specialists and a Product Trainer you will own the full post-go-live customer relationship and ensure cross-functional alignment to support both customer journeys and zetcoms strategic objectives.

Tasks

• Align with management on company strategy yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT NPS SLA adherence up-/cross-sell pipeline)
• Be the executive sponsor in key strategic customer relationships: lead regular service delivery reviews and hold C-level conversations with key accounts
• Own define and continuously improve Customer Success processes workflows and playbooks. Standardize and structure how the team operates
• Own and develop the CS tooling ecosystem primarily Zendesk with contributions to HubSpot Confluence Jira and internal CRM; ensure good data hygiene and interface with other teams
• Share ownership of the customer journey map with the Projects team; own the customer relationship post go-live
• Lead and manage escalations in support and maintenance contexts
• Enable the CS team to deliver high-quality support standard product onboardings change requests and trainings on time and on budget
• Identify and activate commercial growth opportunities within the existing customer base (up-sell/cross-sell); contribute to customer segmentation with the Commercial team
• Collaborate with Sales Product Projects and Technology to ensure a seamless and aligned customer experience
• Manage coach and develop the people within the CS organization; contribute to hiring and team growth

Requirements

• 35 years of experience in B2B customer success or account management in a SaaS or software environment with a proven track record
• Experience building or scaling a customer success function including processes playbooks and tooling
• Strong understanding of B2B SaaS business models (subscriptions renewals professional services)
• Familiarity with customer health metrics (CSAT NPS) and analytical data-driven approach to decision-making
• Strong leadership coaching and hiring skills. Able to drive culture change and develop a team
• Commercial mindset focused on long-term customer value; comfortable owning revenue targets
• Outstanding communication skills in German and English written and spoken (French is an advantage)
• Ability to collaborate effectively across functions (Sales Projects Product Technology)
• Interest in working in a niche sector with passionate clients in cultural heritage non-profits and ecology
• Experience in the cultural heritage sector is a plus

Benefits

• A leadership role with real impact: shape the CS organization and its culture from the ground up
• Strategic visibility: direct collaboration with management and cross-functional leadership
• Amazing worldwide customer base with unique collections and passionate clients
• International team diverse culture with flexibility and responsibility
• Flexible hybrid working model including workation equipment for home office
• Museum pass for free visits public transport ticket subsidy monthly team lunch

Are you ready to help the team make an impact We look forward to receiving your CV. If you have any questions feel free to reach out to us!