Head of Customer Success

vor 1 Woche

Hamburg, Hamburg, Deutschland Plancraft GmbH Vollzeit
Your chance with us

Digitizing contractor companies? We love it.
We are plancraft - and we are passionate about revolutionizing the craft & construction industry with our straightforward software. Our vision is nothing less than to become Europe's number one contractor operating system. With the backing of Europe's top investors, we provide a leading SaaS solution that simplifies the management and operations in crafts businesses. As we gear up for our next phase of growth, we are looking for a dynamic Head of Customer Success (f/m/d) to lead and expand our Customer Success Team.

Your mission

As the Head of Customer Success at Plancraft, you play a crucial role in scaling the company to become the #1 craftsmen software in Europe. You face three major challenges:

1. Continuously building and developing our strong Customer Success team.
2. Ensuring all decisions are data-driven, working in close collaboration with our Revenue Operations team.
3. Working closely with the Product team to ensure they have a deep understanding of customer experiences and issues, enabling the development of practical solutions.

​Key Responsibilities:

Team Leadership and Development:
  • Scale the Customer Success team and lead the hiring of new colleagues.
  • Be responsible for onboarding and knowledge sharing, ensuring team efficiency, quality and customer satisfaction through regular interactions.
  • Manage daily tasks, including team member coordination and vacation planning.
Data-Driven Customer Success:
  • Ensure all decisions within the Customer Success team are data-driven.
  • Leverage insights to guide strategic decisions that enhance customer satisfaction and team performance.
  • Collaborate closely with the Revenue Operations team to gather, analyze, and interpret relevant data.
  • Ensure the team consistently operates with accurate and actionable information.
Cross-Functional Collaboration with the Product Team
  • Foster close collaboration with the Product team to align on customer needs and experiences.
  • Ensure the Product team has a deep understanding of customer feedback and challenges.
  • Assist in requesting and analyzing the right usage data to inform product decisions.
Performance Monitoring and Reporting
  • Work closely with senior management, including the founders (CEO, CPO), VP of Revenue, and Head of Sales, to ensure customer success strategies are fully integrated with company-wide goals
  • Establish KPIs and other performance metrics in collaboration to measure the success of Customer Success activities and monitor these metrics to track performance.SalaryThe salary for this position is between €65,000 and €95,000 per year, depending on your experience.
Your profile
  • At least 7 years of Customer Success experience, with a significant portion in a leadership role within a fast-paced startup environment.
  • Proven track record of managing large teams.
  • Lead by example, demonstrating courage in making difficult decisions.
  • Capable of providing customers with constructive solutions without making false promises.
  • Entrepreneurial mindset with the ability to adapt quickly and drive significant results in a dynamic environment.
  • Fluent in German and English.Performance Expectations:
    We embrace transparency, hence trying our very best to communicate expectations early on:
  • Support the entry into new markets, ensuring the organization is prepared and positioned for success.
  • Drive the successful implementation of strategic initiatives and roadmaps.
  • Foster a growth mindset and hands-on culture across the organization.
  • Enable operational excellence and remove barriers to efficiency.
  • Lead by example and represent our values and culture.Please note: you can send us your resume in German. A photo of yours or your birth information are not required.
Why Plancraft?

Join not only for a job, but for a mission

  • Our Team: We are a team of passionate, committed individuals who are determined to realize our vision.
  • Influenc e: Take direct responsibility and have a say in a flat-hierarchy company.
  • Dynamics: Experience the agility of a startup in its early days, learn continuously, and build tomorrow's craftsman software today.
  • Growth: We foster a culture of direct feedback, continually exchanging knowledge and using today's lessons to shape tomorrow's success.
  • Top-Tier Technology: Utilize the latest Apple devices provided to keep you at the forefront of technology.
  • Location: Our central office is located in Hamburg's vibrant Schanze district.
  • Entrepreneurial Spirit: We believe in fostering entrepreneurial spirit and offer an attractive Virtual Employee Stock Ownership Plan (VESOP) to ensure our team shares in our success.
  • Benefits: Enjoy perks like memberships to Urban Sports Club, benefits from Deutschland Card, top-notch coffee, refreshing beers, other beverages, and regular team events
  • Relocation bonus available.We want YOU

Questions?

Isabelle from the People & Culture team will be happy to answer all your questions. You can reach her at or

Digitalisierung im Handwerk? Lieben wir.

Wir sind Plancraft, die einfache Handwerkssoftware. Unsere Mission: Wir schaffen Handwerker:innen Freiräume für das, was sie lieben . Dabei steht #bock an der Arbeit, #zusammenhalt im Team und #bodenständigkeit an erster Stelle.

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