Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Customer Success Manager responsible for onboarding and developing customer relationships for innovative logistics software solutions. Focusing on customer satisfaction and long-term partnerships.
Responsibilities
- Lead onboarding projects for new customers from kick-off to go-live to ensure an optimal introduction of the software solution.
- Customer management and development: Manage and strategically grow existing customers with a focus on customer satisfaction, growth and long-term partnerships.
- Customer needs analysis and upselling: Identify customer requirements to derive recommendations for product development and to optimize customer processes, with a focus on creating new business opportunities.
- Performance and feedback management: Monitor relevant KPIs (e.g., usage, churn rate, satisfaction) and systematically collect customer feedback to proactively derive optimization measures and communicate them to product management.
Requirements
- Several years of experience in Account Management, Customer Success or Key Account Management — ideally in a SaaS and/or logistics environment.
- Ability to identify, prioritize and implement complex customer requirements in collaboration with internal teams.
- Confident and empathetic manner when engaging with customers, partners and internal stakeholders.
- Strong service orientation and enjoyment in building long-term, trust-based customer relationships.
Benefits
- Your Buden-Buddy, our welcome box and a structured onboarding phase help you get settled quickly and feel at home with us.
- Positive team culture through regular Buden game nights, weekly coffee dates, joint sporting activities, exciting summer events, and more.
- Flexibility in choosing your workplace: office or remote work.
- Subsidy for the Deutschland-Ticket, EGYM Wellpass and company bike leasing.
- Up to 30 days of vacation.
- Free beverages, choice of your work equipment, regular feedback sessions.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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