Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
About the role
- 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.
Responsibilities
- Align with management on company strategy, yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT, NPS, SLA adherence, up-/cross-sell pipeline)
- Be the executive sponsor in key strategic customer relationships: lead regular service delivery reviews and hold C-level conversations with key accounts
- Own, define and continuously improve Customer Success processes, workflows and playbooks. Standardize and structure how the team operates
- Own and develop the CS tooling ecosystem, primarily Zendesk, with contributions to HubSpot, Confluence, Jira and internal CRM; ensure good data hygiene and interface with other teams
- Share ownership of the customer journey map with the Projects team; own the customer relationship post go-live
- Lead and manage escalations in support and maintenance contexts
- Enable the CS team to deliver high-quality support, standard product onboardings, change requests and trainings, on time and on budget
- Identify and activate commercial growth opportunities within the existing customer base (up-sell/cross-sell); contribute to customer segmentation with the Commercial team
- Collaborate with Sales, Product, Projects and Technology to ensure a seamless and aligned customer experience
- Manage, coach and develop the people within the CS organization; contribute to hiring and team growth
Requirements
- 3–5 years of experience in B2B customer success or account management in a SaaS or software environment, with a proven track record
- Experience building or scaling a customer success function, including processes, playbooks and tooling
- Strong understanding of B2B SaaS business models (subscriptions, renewals, professional services)
- Familiarity with customer health metrics (CSAT, NPS) and analytical, data-driven approach to decision-making
- Strong leadership, coaching and hiring skills. Able to drive culture change and develop a team
- Commercial mindset focused on long-term customer value; comfortable owning revenue targets
- Outstanding communication skills in German and English, written and spoken (French is an advantage)
- Ability to collaborate effectively across functions (Sales, Projects, Product, Technology)
- Interest in working in a niche sector with passionate clients in cultural heritage, non-profits and ecology
- Experience in the cultural heritage sector is a plus
Benefits
- A leadership role with real impact: shape the CS organization and its culture from the ground up
- Strategic visibility: direct collaboration with management and cross-functional leadership
- Amazing worldwide customer base with unique collections and passionate clients
- International team, diverse culture with flexibility and responsibility
- Flexible hybrid working model (2d / week in office) including "workation"
- Equipment for home office
- Museum pass for free visits
- Public transport ticket subsidy
- Monthly team lunch
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.
Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.