Head of Customer Success

vor 3 Wochen

Berlin, Deutschland LucaNet AG Vollzeit

**The Role**:
As our Head of Customer Success, you will lead a team across three different teams (Customer Success, Customer Coordination and Customer Experience). Your primary responsibility will be to set the framework and strategy to ensure the success and satisfaction of our B2B customers. You will work closely with other key departments along our intense customer journey, including Professional Services (Consulting), the LucaNet Academy, Customer Support, Account Management (Revenue), and Product teams, to deliver exceptional value to our customers and enable them to derive the maximum benefit from our Financial Performance Management solution.

**Powered by uniqueness**:
People don’t fit into neat boxes, we know that. If you think you’d excel in this position, even if you don’t cover all points, we really want to get to know you and why you’re great for the role. Please avoid including your picture, age, and marital status in your CV.

Learn more about our culture and D&I journey

**What you'll do**:

- Develop, implement and drive a comprehensive customer success strategy that aligns with the company's overall goals and objectives.
- Define and continuously refine customer success metrics and KPIs to track customer satisfaction, retention, and expansion.
- Scale our CS activities by implementing the right tools and processes
- Drive customer satisfaction by monitoring customer feedback, conducting regular business reviews, and implementing initiatives to address customer needs and concerns.Refine our Engagement model per customer segment to provide an excellent customer experience.
- Refine our Engagement model per customer segment to provide an excellent customer experience.
- Develop and execute customer retention strategies to minimize churn and maximize customer lifetime value.
- Work closely with the other customer facing departments and the Product teams to ensure seamless onboarding, implementation, and adoption of our FPM solution to maximize the value of our solution.
- Identify up-and cross sell opportunities within existing accounts, working closely with the Account Management team to drive revenue growth.
- Provide strategic direction and guidance to the customer success department, fostering a high-performance culture, set clear goals and performance targets and promoting collaboration and teamwork.
- You work remotely and/or at one of our locations in Germany.

**What you bring to the table**:

- Bachelor's degree or equivalent in business administration or a related field.
- Proven experience (7+ years) in a customer success leadership role within a B2B SaaS company, preferably in the FPM/ CPM environment.
- Results-oriented mindset with a track record of achieving customer satisfaction and revenue goals.
- Strategic thinking and problem-solving abilities with a strong customer focus.
- Familiarity with CRM software (ideally Salesforce) and customer success platforms (e.g. planhat).
- Analytical mindset and ability to use data to inform strategies and decisions.
- Ability to thrive in a fast-paced, dynamic environment and prioritize multiple competing priorities.
- Fluent in English, additional languages are a plus.

**Perks at work**:

- ** LucaFlex** - We enable you to determine your work schedule and location according to your needs
- ** Mobile Work** - Sometimes a change of scenery can boost creativity and productivity. And sometimes it’s just time for a break. That’s why we offer you our mobile work options or a sabbatical
- ** Team Spirit **- We work as a team and like to celebrate as a team, so we take any opportunity to get together, learn together, and celebrate together
- ** Learning & Development** - We encourage you to pursue knowledge and inspiration and give you the time, space, and budget to do so
- ** Charity Time** - We support you in taking the time to do some good
- ** Health & Wellbeing** - We care about your mental health and wellbeing and provide you with the programs to stay fit, productive, and get the support you need
- ** Generous vacations** - We encourage you to take time off to relax, travel, and recharge
- ** LucaNet.Engage** - We support your personal and professional development in a targeted manner with our employee development process
- ** Compensation and Company Pension Plan** - We are committed to Fair Pay as well as supporting our people also for their future with a company pension plan and/or pension allowances
- ** JobRad **- We have partnered with JobRad so that you can find your dream bike supported by us
- ** Staff Discounts** - Thanks to our corporate benefits partner, you can receive a whole bunch of discounts for different areas

**About us**:
Every day, we prove that managing financial data doesn’t have to be rocket science with our Corporate Performance Management software solutions. LucaNet has been growing today to simplify tomorrow since 1999. A single tool that presents financial data in a transparent, easy-to-understand

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