About the role
Role: Head of CS - Strategy & OperationsLocation: Berlin
Language: German fluent + English fluent
WFH policy: 2-3 days office per week
Industry: Sales enablement SaaS
Product: Sales Enablement solution
Size and functions of local team: 5-10 support people, 5 customer success managers, Founder
Role description: As Head of CS, Strategy & Operations, you are broadly responsible for:
Managing & growing the CS and support team (10-15 FTE/ CS + onboarding + Tech)
Implementing the process + usage of automation tools (e.g Intercom, Hubspot, etc.)
Implement processes & stellar usage of automation tools (eg. Intercom, Hubspot)
Continuously refine KPIs and success metrics to monitor and elevate client satisfaction (+ set SLA definition in support, measure and improve, NPS, CAC-payback, LTV, etc.)
Establish a data-driven strategy within the company (also regarding the ICP criteria to drive further Product-Market-Fit)
Structuring the client portfolio, and ensuring smooth client migration to the SaaS platform.
Implement a playbook for account expansion.
Cycles are 1-3 months
ACV 30K ARR with much growth potential.
Unique about the company (that you don't read online):
Going for Series A start of ‘25
Growth perspective: Make a huge impact working directly with the founder and CEO, building out the CS and support organization, and playing a pivotal role in the Series A and future growth of this company.
Must haves:
Consultant background is a must-have requirement (ideally strategy, transformation management)
Leadership experience in either CS, Support, Rev Ops, or sales in SaaS
Extremely data-driven, analytically strong
5-7 years experience in the roles mentioned above
Nice to haves:
- Customer Success management background and experience in building processes here
- Comes from top 5 Consultancy firms
Salary range & secondary benefits: 90-120k base + bonus (not set yet)
Convinced? Apply immediately!
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