Head of Customer Success

**About us**:
Munich-based Workpath was founded in 2017 with the mission to enable organizations to define and achieve their most important goals and support a holistic, integrated, and outcome-oriented strategy execution for large organizations. Workpath makes strategy work simple and accessible from top-level management to team members, integrates seamlessly with corporate processes and tools, leverages Artificial Intelligence and offers strategy execution enablement and training services. Leading Fortune 500 companies worldwide trust Workpath.

**Role Overview**:
We are passionate about enabling large organizations to implement their strategies more efficiently. By changing their way of working, we empower them to provide every employee more focus and purpose in what they are doing. We value ownership, embrace pragmatism, like seeing the impact of our work and we are eager to learn something new every day - does this sound like you? Then join us at the forefront of driving Customer Success at Workpath.

**Key Responsibilities**:
As our Head of Customer Success, you will shape and lead the team that is responsible for changing the approach for executing strategies in Europe’s largest organizations. You will not only build a scalable, high-impact, AI-first CS function, but also act as a sparring partner for team members and enterprise leaders accompanying complex transformations. Your team’s mission: help clients turn strategy into results through an outcome-focused operating model and the Workpath platform.

This role sits at the intersection of strategic consulting, organizational transformation, leadership and AI-first scalability. It requires someone who combines hands-on operational excellence with thought leadership, delivering lasting impact for our customers.
**Your most important goals**
- Develop and scale a world-class Customer Success function that combines Workpath’s consulting-driven approach with AI-based scalability to support complex customer transformations at scale.
- Enable your team to act as strategy advisors, coaches, and transformation partners - and platform experts—through structured methodologies, tooling (including AI), shared best practices and ongoing feedback.
- Establish and continuously evolve the strategic success framework, guiding customers along their customer journey, from onboarding to achieving long-term business impact; developing their specific adoption of Workpath’s holistic strategy execution model.
- Develop Workpath customers, i.e., drive adoption, retention, and expansion by ensuring customer outcomes are tracked, communicated, and translated into long-term commercial partnerships expressed in Net Revenue Retention. Own a set of strategic customers yourself.
- Drive Customer Advocacy with success stories—through testimonials, case studies, video content, and webinars—that highlight Workpath’s business impact. Facilitate roundtables and co-create thought leadership to position Workpath as a trusted partner in strategy execution.
- Position Customer Success as a strategic pillar within Workpath, contributing directly to product vision, GTM strategy, and enterprise customer satisfaction.

**What else?**
- Lead a team of Strategy Execution Consultants, providing support in stakeholder management and communication, account strategy, and operational excellence.
- Develop forward-looking metrics to assess account health early, enabling proactive risk mitigation and uncovering opportunities for growth and expansion.
- Identify and implement new AI use cases to increase efficiency within the customer success team.

**Requirements**:
**What we are looking for**

Energy and motivation matter most to us—we don’t believe in a one-size-fits-all profile for this role. However we do have an idea of the background and mindset that works well: You have worked in management consulting, SaaS Go-to-Market roles, or other customer-facing strategic positions. In these roles, you’ve worked with senior stakeholders to tackle complex challenges around strategy execution, change, and transformation. You’re no stranger to leading people or projects, and you understand what it means to set direction, remove roadblocks, and enable others to succeed. You bring strong communication skills, executive presence, and the ability to navigate the dynamics of enterprise clients with confidence and empathy. You’re excited about the potential of AI not just as a trend but as a real driver of efficiency and value—and you’ve already put that belief into practice with concrete use cases.

**What sets you up for success in this role**
- You embrace ownership and accountability, take charge of your area, and drive the scalability of Workpath’s high-touch Customer Success approach.
- You collaborate effectively across teams (esp. Product, Marketing, Sales, and Services).
- You bring a strategic and entrepreneurial mindset—you don’t just follow playbooks, you build them.
- You thrive in dynamic environments