Customer Success Lead (w/m/d)
Core
Strategic leadership and scaling of Customer Success to reduce churn, maximize customer value, and align processes with company growth.
Role type
Senior Customer Success Lead (SaaS)
Builds
Customer retention strategies, scalable onboarding and support processes, and revenue expansion initiatives.
Domain
SaaS / Information Security & Compliance (via careerplan.io/jobs/384361-customer-success-lead-wmd-at-proliance)
Required skills
Customer Success leadership, team management, churn reduction, NRR optimization, process automation, data-driven decision making, stakeholder management, up-selling/expansion strategies
Preferred skills
SaaS experience, business acumen, BI tools proficiency, multilingual communication (German/English)
Technologies
BI tools
Responsibilities
Lead and scale a 6-person Customer Success team; Define and track KPIs (NPS, Churn, NRR); Optimize onboarding and retention processes; Identify up-selling opportunities; Collaborate with Sales, Product, and Professional Services.
Seniority
Senior, hands-on IC with leadership responsibilities
