Head of Customer Success

Your chance with us
Digitizing contractor companies? We love it.
We are plancraft - and we are passionate about revolutionizing the craft & construction industry with our straightforward software. Our vision is nothing less than to become Europe’s number one contractor operating system. With the backing of Europe’s top investors, we provide a leading SaaS solution that simplifies the management and operations in crafts businesses. On our mission we are always guided by our values: being #stoked about what we do, achieving things #together as a team and being #downttoearth.
Your mission
As the Head of Customer Success (f/m/d) 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.

**Salary**: The salary for this position is between €65,000 and €95,000 per year, depending on your experience.
**Profile**:
Are you a Match?
- Proven experience within a fast-paced startup(-like) environment.
- Practical knowledge in a leadership role.
- Data-driven and customer-centric approach.
- Proven track record of managing large teams.
- Lead by example, demonstrating courage in making difficult decisions.
- Entrepreneurial mindset with the ability to adapt quickly and drive significant results in a dynamic environment.
- German (C2) || English (B2)

**Performance Expectations**:
We embrace transparency, hence trying our very best to communicate expectations early on:

- Support the entry into new markets, ensuring the organization is prepared and positioned for success.
- Drive the successful implementation of strategic initiatives and roadmaps.
- Foster a growth mindset and hands-on culture across the organization.
- Enable operational excellence and remove barriers to efficiency.
- Lead by example and represent our values and culture.

Experience is important, but what truly matters to us is drive, intelligence, and integrity. So even if you don't meet every requirement, please consider applying
**Please note**: you can send us your resume in German. A photo of yours or your birth information are not required.
Why plancraft?
**Join us not just for a job, but for a mission**:

- 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 bee