Head of Customer Operations

**Your Mission**:
As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You will make sure they’re successful when using our product.

Your responsibilities will be building up the post-sales function, managing the onboarding, support & CSM teams. You will mitigate churn, ensure gross revenue retention, facilitate customer onboarding, provide outstanding support to drive customer growth and identify expansion opportunities with our partners.

Tasks

**How you will contribute**:

- As our Head of Customer Success for the German team, you will be a pioneer, wearing many hats and playing a pivotal role in building out processes and best practices for all post-sales teams in Germany. You will build the post-sales function.
- You will serve as the primary point of contact and support for our German customers, helping them onboard effectively and provide continuous support.
- Your role will encompass various responsibilities, including customer advocacy, managing escalations, and ensuring our German partners derive maximum value from Birdie's platform.
- You will collaborate closely with customers and co-development partners, you will engage in commercial conversations, including cross-selling and upselling, to drive strategic growth opportunities.
- You will analyse usage patterns and provide insights during regular business reviews to ensure customer satisfaction and retention.
- Actively participate in the development of Birdie's customer success strategies for the German market and build strong relationships with key champions within German accounts.
- You will collaborate with the other teams (Marketing, Sales, Product Delivery) to ensure a successful GTM in Germany.

**Requirements**:
**We'd love to hear from you if**:

- You are passionate about leveraging new technological solutions to improve how home care is delivered to older adults in Germany.
- You love fast-paced environments and you are resilient. You love doing the things that don’t scale for our partners.
- You speak German at native level or equivalent
- You are based in Berlin or willing to travel to the office a couple of days a week.
- Your communication skills are excellent, and you are comfortable being the first point of contact for care agency managers and caregivers.
- You have some experience working cross-functionally on a daily basis, bridging the gap between users and internal teams (Customer Support, Sales, Product, etc).
- You are highly organised and you can bring structure, transparency, and efficiency to a multitasking working environment, executing tasks with speed and precision.
- You are proactive, results-oriented, and willing to take ownership of tasks.
- You are driven, passionate, and self-motivated.

**Benefits**:
L&D budget Growth is key. You'll have a personal development budget to put towards books (e.g., free audible subscription), courses, trainings and conferences; continuous coaching within the team and with external experts

‍ Great team to learn from. You’ll be working next to people coming from Gorillas, Palantir, McKinsey, Amazon, and more

Time to rest. We believe that great work is done when you're at your best, so we designed a time off policy to allow plenty of rest: 30 days base holiday, your birthday off, and company closure between Christmas Eve and New Year, so you can have some down time with your loved ones.

Fertility Leave Birdie recognises the emotional and physical challenges which may arise during fertility treatments, and supports all Birdies by offering 5 additional paid days of leave.
- Frequent company socials, trips and meals We organise many socials, quarterly retreats and annual trips (like our epic ski trips)

Exceptional culture We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.