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Job Description

At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management platform and content syndication, making us a key SaaS player in Europe’s retail landscape. Join us to expand our network and make an impact!

Your role and your tasks:As the Head of Customer Success you will be leading our support and client success teams, where you will be responsible for:

• Strategic Leadership & Team Development
  • Develop and execute a customer success strategy aligned with the company’s goals and objectives.
  • Establish a high-performing customer success & support team, including hiring, training and coaching to drive customer satisfaction, retention, and growth.
  • Collaborate with Sales, Product, Marketing and Development teams to ensure alignment on customer needs, product roadmap priorities, and sales strategies.
• Customer Relationship Management
  • Build and maintain strong relationships with customers, providing strategic guidance, best practices, and solutions to optimize their use of our products.
  • Proactively identify opportunities for upselling and expansion to hand them over to Sales.
• Data Analysis and Reporting
  • Establish, track and monitor KPIs to measure the effectiveness of the customer success team and drive continuous improvement.
  • Utilize data and analytics to gain insights into customer behavior, identify trends, and report customer health to the senior management.
• Process and Continuous Improvement
  • Develop processes and workflows to streamline customer onboarding, training, and support activities.
  • Continuously refine and optimize customer success processes, tools, and methodologies to enhance efficiency, scalability, and customer satisfaction.

Requirements

Now let’s talk about you:

• You have proven experience building & managing high-performing customer success teams within the SaaS industry, preferably B2B.
• You have a strong understanding of SaaS business models and customer lifecycle management. Knowledge of product management and the eCommerce industry is a plus.
• You have a customer-centric approach with a passion for delivering exceptional customer experiences.
• You have an analytical mindset with the ability to leverage data and metrics to drive strategic decision-making.
• You have excellent communication, presentation, and interpersonal skills.
• You ideally have an academic background in Business Administration, Business Informatics, Marketing (or related field).
• You speak business fluent English. Fluency in German, Spanish or French is a plus.

The p** **erks of working with us

• You will be driving change for a product used by the world's leading brands and online stores e.g. Sony, MediaMarkt, Thalia, Bosch etc.
• You will work directly with the leadership team and have quick decision-making paths.
• We offer a competitive salary, 30 days paid vacation & remote work within Germany (or from our Berlin office).
• You will be part of a passionate international team of 25+ nationalities.
• We offer an individual training budget and up to 2 days paid educational leave per year.
• Finally, we offer corporate benefits, Urban Sports subsidy, Deutschland ticket subsidy & more!

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