Aktuelle Jobs im Zusammenhang mit Director of Customer Success Management - Berlin - zenloop
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Global Director, Customer Success
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Customer Support High End Electronic Devices
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Director of Customer Success Management
vor 1 Woche
**About us**:
There's a visible gap between customer feedback and the initiatives that companies put in place. At zenloop, we call this 'The Action Gap.'
Our vision is to close this Action Gap and change the way brands interact with their customers by making sure that organizations translate the insights they collect into innovation, customer loyalty, and a continuous dialogue.
Our action-oriented SaaS solution is the leading Customer Experience Management Platform in the DACH region which enables top global corporations such as Deichmann, Hello Fresh, KaDeWe, VW group, Kraft Heinz, Jochen Schweizer, and Birkenstock to boost customer retention, advocacy, and customer value through intelligent automation.
zenloop was co-founded in 2016 by Paul Schwarzenholz, who had previously launched and sold flaconi - Germany's largest online beauty product retailer - to ProSiebenSat1.
The company now employs approximately 100 zenloopies of 25 different nationalities located in several different European countries but sharing the same values:
always getting better, caring for each other, getting the right things done, and being water and ice.
Our zenjet is ready for take-off, are you ready to board? Together we can change the world one delightful moment at a time
**Your role with us**:
In our entrepreneurial and highly performance driven environment, we're looking for an experienced **Director of Customer Success Management** to further stabilize and strengthen zenloop´s Customer Success Team. You will work closely with our Sales Teams and report to VP Sales to take our customer's experience to the next level.
As part of the leadership team our **Director of Customer Success Management **will cover a wide range of responsibilities including:
- Leading and shaping a team made up of Solution Engineering, Customer Success and Professional Services
- Developing the team by providing regular training, feedback and individual development plans
- Being an executive sponsor and supporting team members in larger pricing discussions and business review meetings with key customers
- Supporting the VP Sales in defining KPI's and setting roadmaps in close collaboration with the Product and Pricing teams
- Communicating roadmap to the team and assigning customers and projects jointly based on capability, seniority and workload
- Understanding the customer's business needs and making sure they get the best ROI possible
- Enabling the team to secure contract renewals, identifying up-selling and cross-selling opportunities and growing zenloop´s net retention
- Defining a strategy together with the VP Sales to ensure QonQ growth of the accounts
- Enabling the Team to roll out new pricing structures to their customer portfolios and conduct price increases
- Supporting the team in closing multi-year contracts
**This is what we're looking for**:
- 5+ years of experience in leading a Customer Success team
- Proven track record of setting up successful CSM strategies and hitting/exceeding set targets
- Exceptional business acumen and analytical skills with the ability to find creative solutions to generate desired business outcomes
- Experienced working in start-up/scale-up environments in the Tech/B2B SaaS industry
- Strong interpersonal skills, drive and an open mind
- Ability to strive in a fast paced work environment and quickly adapt to changes
- A hands-on and motivated leader
- Fluency in Business English
- Resides in Berlin
**Nice to have**:
- CX or MarTec experience
- Successful track record of selling to E-Commerce, Energy or Banking customers
**Why zenloop? Our fair share in your success course with us**:
- Join a growing and sustainable B2B tech company which is setting new standards in the evolving CX industry
- Experienced founder and management team
- Office in Berlin Mitte with the possibility to work remote
- Apple tech equipment adjusted to the role requirements
- Flexible working hours
- Annual training budget which can be spend on growth-related topic
- International working environment with awesome colleagues
- Open, welcoming atmosphere
- A no-blame approach to problem solving
- Full transparency about initiatives, results, and our trajectory
- Team and company events
- Ownership and independence
Does it sound like you? Do our vision and culture inspire you? Then join us on our way to becoming the leading Customer Experience Management platform worldwide and contribute to the next big success story
