R

RH Unternehmerwissen

Head of Customer Success

Customer SuccessConfirmed live in the last 24 hours
Full-timeHamburg, Germany

About the Job

Requirements

  • Several years of experience in customer service, customer success, consulting, account management, or a comparable role with demonstrated results.
  • Prior experience leading or building teams.
  • Understanding of metrics, key performance indicators, and quality standards in customer service.
  • Ability to define, measure, and document customer success.
  • Ability to communicate empathetically while giving clear direction.
  • Ability to lead difficult conversations professionally.
  • Entrepreneurial thinking and action.
  • Openness to criticism and continued development.
  • Ability to motivate and develop people and hold them accountable.

Responsibilities

  • Lead, develop, and coach the customer service team.
  • Build clear service standards, review structures, and responsibilities.
  • Own customer success, retention, and measurable customer goal achievement.
  • Build and manage a key performance indicator system for progress, quality, risks, and execution across the customer base.
  • Regularly analyze customer feedback, success trajectories, obstacles, and reasons for discontinuation.
  • Lead difficult customer conversations when customers do not follow through, expectations are incorrect, or issues escalate.
  • Work closely with sales, marketing, and executive management to optimize handoffs, customer service, and offerings.
  • Develop a team that works with customers clearly, reliably, and with a focus on performance.
  • Build a high-performance culture in customer service.
  • Ensure every customer has a clear target, defined milestones, and transparent support.
  • Make progress, risks, and quality of outcomes visible and manageable across the team using clear key performance indicators.
  • Guide customers consistently toward implementing their goals, not merely accompany them.
  • Identify obstacles, churn risks, and quality problems early.
  • Hold regular one-to-one development conversations to produce measurable development for each employee.
  • Derive improvements to customer service, offerings, and internal processes from customer feedback.
  • Manage responsibilities, escalations, and follow-ups transparently.
  • Take full responsibility for customer-service success, not only customer communication.

About the Company

RH Unternehmerwissen

Company size
Not listed
Company stage
Not listed
Total funding
Not listed
Headquarters
Not listed
Founded
Not listed

Recently Posted Jobs

Explore more opportunities at RH Unternehmerwissen

See more jobs