Director of Customer Success Management

vor 1 Tag

Kaiserslautern, Deutschland TOPdesk Vollzeit

**Company Description**
At TOPdesk, our mission is to ensure customers achieve value from our offering, leading to long-term retention, satisfaction, and sustainable growth. To strengthen this mission, we are looking for a Director of Customer Success Management (CSM) to lead the successful rollout and expansion of our CSM function.

This is an exciting opportunity to shape and scale a growing team across the Netherlands and Germany. You will play a pivotal role in building the foundation of our CSM strategy, driving adoption, and ensuring our customers realize their goals with TOPdesk.
**Job Description** Your job**
- Strategic Leadership: Define and execute the vision and strategy for the Customer Success Management function at TOPdesk.
- Team Building & Management: Lead, coach, and expand a growing team of Customer Success Managers in the Netherlands and Germany.
- Customer Impact: Ensure the CSM team delivers measurable outcomes for customers through adoption, value realization, and expansion opportunities.
- Cross-functional Collaboration: Partner with Sales, Account Management, Product, and Support teams to ensure seamless customer experiences and drive continuous improvement.
- Operational Excellence: Establish scalable processes, tiered engagement models, and best practices for customer success management.
- Metrics & Outcomes: Own and track performance against key metrics such as retention, expansion, and customer health.
- Voice of the Customer: Represent customer needs and insights internally, driving product and service improvements.

**Qualifications** Your profile**
- Proven leadership experience in Customer Success Management or related roles.
- Strong background in building and scaling teams, ideally across multiple locations.
- Strategic thinker with the ability to translate customer needs into measurable business outcomes.
- Excellent collaboration and communication skills across teams and regions.
- Experience with SaaS, software adoption, and customer lifecycle management.
- Fluency in English; Dutch and/or German is a strong plus.

**Additional Information** What we offer**
- Permanent employment contract and 30 days of annual vacation
- Pleasant working atmosphere with flat hierarchies
- Open working atmosphere in an international environment
- Flexible working hours within a modern working environment
- Possibility to work remotely
- Well-founded onboarding by a buddy
- Time for individual training opportunities to further develop your personal strengths
- Joint employee events and team building measures
- Employee subsidy for gym membership
- Company health measures such as health days or fresh fruit
- Free drinks (coffee, tea, water)
- Gifts on special occasions, e.g. anniversary
- Monthly tax-free payment in the form of a Mastercard
- Possibility of time off (sabbatical)
- Quality time together (table football, table tennis table, massage chair)
- Corporate benefits
- Vacation bonus

**Got excited?**

In need of some inspiration for your cover letter? We are curious about your technical background and leadership experience. Next to that, we want to know why you want to work in this role at TOPdesk.

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