Head of Customer Success (Legal Tech)

Role Overview

We are looking for an experienced leader in Customer Success to build and succeed our Customer Success Organization. The role involves building and scaling the Customer Success team, establishing reliable processes, and contributing to revenue goals.

What You Will Do

The Head of Customer Success will be responsible for customer retention, development, and expansion, and will directly contribute to our revenue goals. This includes building the Customer Success team, establishing reliable processes, and laying the foundation for a strong, scalable CS organization.

Why It Might Be a Fit

The ideal candidate will have multiple years of experience in building and scaling Customer Success teams in a SaaS company, and will bring an entrepreneurial mindset and a ‘can-do’ mentality.

Requirements

• Multiple years of experience in a leading role in Customer Success in a SaaS company
• Proven experience in building, scaling, and leading a CS team
• Proven success in managing customer extensions, churn prevention, net revenue retention, and revenue growth through expansion
• High level of technical understanding to identify customer problems early on
• Analytical skills to identify customer needs and usage patterns
• Experience in working with law departments or LegalTech is an advantage
• Safe handling of HubSpot, as well as experience in productive use of AI tools for automation and scaling of CS processes
• Fluent German and English skills in word and writing
• Passion for building a customer-oriented culture throughout the company

Benefits

• Flexible work in our offices in Leipzig and Berlin
• 5 weeks of vacation with the possibility of taking an additional 2 weeks of unpaid vacation
• Young, talented, motivated, and humorous team with flat hierarchies
• Central location of our modern office in Leipzig, as well as regular team activities in Zurich, Leipzig, and Berlin