Success and Retention Strategist

Vor 7 Tagen

Hamburg, Hamburg, Deutschland Plancraft GmbH Vollzeit
About the Role

We are seeking a seasoned Customer Success professional to lead and expand our Customer Success Team at Plancraft GmbH. As the Head of Customer Success and Growth, you will play a crucial role in scaling the company to become the leading contractor operating system in Europe.

Key Responsibilities
  • Team Leadership and Development: Scale the Customer Success team, lead the hiring of new colleagues, and be responsible for onboarding and knowledge sharing to ensure team efficiency, quality, and customer satisfaction.
  • Data-Driven Customer Success: Ensure all decisions within the Customer Success team are data-driven, leveraging insights to guide strategic decisions that enhance customer satisfaction and team performance.
  • Cross-Functional Collaboration: Foster close collaboration with the Product team to align on customer needs and experiences, ensuring the Product team has a deep understanding of customer feedback and challenges.
  • Performance Monitoring and Reporting: Work closely with senior management to ensure customer success strategies are fully integrated with company-wide goals, establishing KPIs and other performance metrics to measure the success of Customer Success activities.
Requirements
  • 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 and leading by example, demonstrating courage in making difficult decisions.
  • Entrepreneurial mindset with the ability to adapt quickly and drive significant results in a dynamic environment.
  • Fluent in German and English.
About Us

Plancraft GmbH is a leading provider of contractor operating systems in Europe. We are a team of passionate, committed individuals who are determined to realize our vision of becoming the number one contractor operating system in Europe. We foster a culture of direct feedback, continually exchanging knowledge and using today's lessons to shape tomorrow's success.

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