Head of Customer Success

vor 6 Monaten

Hamburg, Deutschland Plancraft GmbH Vollzeit

Deine Chance bei uns

At plancraft, we are passionate about revolutionizing the craft & construction industry with our straightforward software solutions. Our vision is to become Europe’s number one craftsman software. With the backing of top European investors, we provide a leading SaaS solution that simplifies the management and operational challenges faced by 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.

Deine Mission bei uns

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.

Dein Profil
- 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**:

- Achieve and exceed customer retention and satisfaction targets with the team.
- Significantly improve customer onboarding, retention and up
- and cross-selling processes within the first year.
- Increase revenue growth through upselling and cross-selling to existing customers.
- Boost customer referrals and acquisition.
- Lead by example and represent our culture.

Warum plancraft?
- 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.

Questions?

Isabelle from the People & Culture team will be happy to answer all your questions. You can reach her at or +49 173 2302147.

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