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Head of Customer Success (m/f/d)

Permanent employee, Full-time · Garching bei München

About us
Whether it is attention to the detail of two perfectly interlocking gears or the enthusiasm with new technology to change the customer's world -everyone has its own drive. Nevertheless, we all have a desire to make Cancer diagnoses more reliable and faster, whether from personal experience or simple devotion to the underlying technology. Every day one step closer to our goal.
Your tasks
As a strategic yet hands-on Head of Customer Success, you will build and lead teams that are responsible for customer adoption, retention, growth and overall productivity. You will be part of the Senior Leadership Team and contribute to revenue and overall success of inveox  

Your Role and Responsibilities: 

  • You develop a vision for innovative customer experiences and build a framework for customer success  
  • You create detailed templates that can be leveraged by the customer success team throughout the full customer lifecycle (e.g., success plan, quarterly business review reports, peer-benchmark reports, etc.) 
  • You enable the team to become trusted advisors to clients by developing a deep understanding of the customer’s objectives 
  • You suggest initiatives that deliver true business value while defining and demonstrating the value (ROI) delivered 
  • You train and assist the team to drive Customer Success outcomes including: on-boarding training, product adoptioncustomer satisfaction and customer advocacy (referrals, case-studies, testimonials etc.) 
  • You define and implement a customer escalation process to relevant stakeholders 
  • You define and refine operational metrics like churn, advocacy, NPS, and lead-gen for cross-sells and upsells. Additionally, you continuously communicate key metrics to the team and report on achievements and misses to the executive team 
  • You improve the overall collaboration of the Customer Success function across the company: align with marketing to improve customer communication, partner with product to influence the product roadmap, and work with sales to drive customer growth 
  • You own the financial model for your team, including projections of costs and new hires, as well as forecasts of various metrics

Requirements
Our Perfect Match: 

  • You have gained profound work experience in an innovative high-tech environment holding a leadership role in account managing or customer success  
  • You hold a consistent track record of exceeding retention, customer satisfaction and advocacy targets 
  • You have deep understanding of customers, ability to develop strong customer relationships and, above all, a creative mind to deliver those “wow” moments 
  • You have technical expertise and ability to acquire knowledge of new products and constructively engage with product team members to help shape the product roadmap 
  • You demonstrate exceptional communication, presentation, and organizational skills 
  • You demonstrate ability to deal with change and be a team player 
  • You have strong leadership & coaching skills 
  • You have full professional proficiency in German as well as English, both verbal and written
Why inveox?
  • To the Top: At inveox, we don't see our employees as resources, but as talents! That's why we offer you many opportunities for personal and professional development
  • Work-Life-Harmony: We support you in achieving the best performance through flexible working time models, home office option and MVV-ticket or BahnCard
  • Meet & Mentor: At inveox you work together with experienced experts, have the opportunity to meet renowned industry experts and receive an introduction to the German start-up community
  • Learn & Grow: In addition to support within and outside your team, you will receive regular feedback and personal coaching as well as methodical and practical training to promote your professional growth
  • Team Spirit: You can look forward to team lunches and poker evenings, a Christmas and summer party and lots of team events

Your application

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