Director of Customer Success

vor 3 Wochen

Munich, Deutschland Usercentrics GmbH Vollzeit

**Location**:
Hybrid in Munich

**JOIN OUR #1-RANKED DATA PRIVACY COMPANY**:
We're looking for a Director of Customer Success (CSM) who makes sure that our Customer Success Team with 8 team members has the knowledge, data, processes and tools in place to provide the best service and advice to CSM owned customers. And therefore actively improves retention and expansion KPIS.
The Director of CSM will also make sure to bring the voice of the customer into every conversation and decision where this is relevant and will help the company to improve the Customer Experience in general.

**Your Tasks**:
**General CSM responsibilities**:

- Leading, developing & mentoring the Customer Success Team in their daily tasks (includes delegating certain subtasks such as e.g. communication with Product, advising on Sales related topics, communication trainings,...)
- Establishing a scaleable organisational structure in order to ensure operational excellence
- Responsible for optimizing Customer Success Plans & Playbooks
- Initiate, implement & optimize collaborative processes with other teams (Sales, Marketing, Product, Support, Finance, Data & Analytics)
- Own and establish Customer Success strategies to increase efficiency and scalability (tooling, automation etc.)

**Responsibilities based on D&A**:

- Key Stakeholder for implementing and evolving a data driven approach and use internal and external client data to drive better business decisions and optimize processes
- Monitor, Report and act on main KPIs such as Churn Rate, NPS, Product Usage/ Adoption, Time to go live etc.
- Monitoring and analysing customer journey data and develop data based strategies to improve customer onboarding, adoption, retention and expansion

**CX Responsibilities**:

- Acting as the voice of existing Usercentrics Customers within the company and being the customer's advocate in all relevant meetings.
- Being a key contributor to interdisciplinary and cross-functional projects to improve CX and key metrics: Provide guidance and insights to all relevant teams and functions to match customer expectations and business needs
- Contribute to continuously improving customer health and satisfaction: Work closely with CX, UX, Marketing, Product department and Product Owners to drive improvements in product flow and relevant information.
- Be a key stakeholder and co-contributor to overall Usercentrics customer retention strategy
- The Director of Customer Success is involved in every customer experience related decision with the explicit right to influence and challenge strategic decisions

**You Bring**:

- University degree in the field of Economics or similar qualifications
- 3+ years of experience in a B2B SaaS business
- 5+ years of Customer Success/Account Management experience and a strong grasp on Customer Success processes and workflow efficiencies
- 5+ years managing a team and 2+ years experience in managing managers
- Experienced in and strong understanding of the Online Marketing industry and environment
- Great business understanding
- Experienced in building processes and developing metrics for success for client facing teams
- Natural mentor with experience developing people and unlocking talent
- Great communication and collaboration skills
- Ability to influence and inspire to bring the customer into every conversation
- Ability to plan, prioritize, execute and deliver high quality
- Project Management skills

**Why join Usercentrics?**:

- Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
- Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive
- Your work-life balance is important to us too, so we offer flexible working hours and the opportunity to work from other locations (in accordance with our company policy)
- Get involved At Usercentrics, every employee has a voice as it is extremely important for us to have everybody represented, and we see it as a huge benefit for both the company and for the people who work here
- We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
- A steep learning curve in a dynamic startup environment with a high career growth opportunity

**About us**:
Usercentrics is a global market leader in the field of Consent Management Platforms (CMP).
We are driven by our company vision to build a world where user privacy enables a thriving digital ecosystem. Our mission is to provide privacy solutions that empower organizations to embrace data privacy while building trust with their users through freedom of choice. With our product, businesses can collect, manage and document user consents on websites and apps, and achieve full compliance in accordance with

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