VP of Customer Success, Sparetech

• 10+ years of experience in Customer Success
• Bring substantial experience and clear understanding of org design, Customer Success coverage models, and customer segmentation at early stage companies (i.e., post-Series A, 10m€ to 40m€ ARR)
• Know how to reduce time-to-value, drive business expansion and successfully operate at high net retention rates and low churn in B2B SaaS Enterprise segment
• Are highly self-directed and operationally focused. You can lead by example and own multiple roles & responsibilities
• Understand the manufacturing industry with direct experience working inside various factory environment
• Are able to build trust and rapport with key decision makers of your major customers. Willing and able to travel 2-4 times per month to foster customer engagement
• Recognize trends in customer concerns and feedback into the wider organisational strategy and proactively address objections before they arise and have solutions prepared in advance
• Are an expert in building an collaborative relationship between customers, through events and networking opportunities
• Know how to mentor the team on emotional intelligence, creating empathetic conversations, and building credibility and trust
• Are fluent in both German and English; residency in Germany required

Desirable

• Lead and inspire the Customer Success team by driving strategy, shaping processes, selecting and optmizing the right tools, and delivery of impactful training and development
• You will own headcount planning and be fully committed to support each team member’s personal and professional growth
• Expected outcomes in 3-6 months:
• Improve Customer Onboarding & Activation reduce Time to Go-Live (TTGL) by building a strong onboarding program
• Drive Engagement & Adoption Process to increase customer value adoption (Time to First Value, TTFV) by creating and executing account strategies and roadmaps as well as driving user trainings for new product feature releases
• Expected outcomes in 12-18 months:
• Secure Renewals & Retention by avoiding downsells and churn and a sustaining gross revenue retention
• Master Expansion Development and support Revenue Growth: Play an integral role in driving 2x ARR growth by constantly creating qualified upsell & cross-sell opportunities and handover to Sales Team for closing
• Improve foundational processes and prepare Post-Sales Customer Journey and GTM motion for scale
• To join an authentic, supportive and inspiring culture in an Industrial B2B SaaS start-up committed to our values
• A flat hierarchy with direct collaboration with Product, Sales, BizDev, and directly reporting to the Founder & CCO
• Support our US Business with Customer Success Initiatives in close alignment with our US revenue Leader
• Strengthen the SPARETECH Network by leveraging events such as the yearly SPARETECH Summit and drive cross-customer collaboration
• Be a trusted advisor to customers guiding them through maneuver internal barriers and championing their success
• The opportunity that rewards an analytical mindset-you’ll set performance metrics and mentor others to analyse customer data to validate strategies and find ways to improve Customer Success processes and outcomes
• A dynamic environment where you can get things done and execute day-to-day challenges with a hands-on mentality and creativity