Global Director of Customer Experience

We are looking for a Global Director of Customer Experience to lead our global Customer Success Managers and Technical Support Specialists.
This is a true global leadership role, with a team of around 20 people currently located across the US, Europe, India, and Australia. Based in Berlin, you will own the strategy, operating model, and performance of both functions, with the primary objective of maximizing Net Revenue Retention (NRR) and, consequently, Gross Revenue Retention and customer retention.
You will build a scalable, data-driven, and commercially effective organization that enables customers to realize maximum value from Productsup while providing efficient and high-quality support.

Key Responsibilities
Own Customer Success & Support Strategy

• Define and execute the global strategy for Customer Success and Technical Support.
• Establish a scalable customer segmentation and engagement model based on customer value, complexity, risk, and growth potential.
• Define, implement, and continuously improve standard operating procedures across the customer lifecycle.
• Ensure clear ownership and collaboration across the main customer facing teams Customer Success, Technical Support, Sales, Implementation, and Managed Services.
• Continuously optimize the organizational structure to maximize effectiveness with a lean set up.

Drive Retention & Customer Value

• Make NRR the primary organizational success metric and establish the operating cadence required to improve it.
• Build systematic approaches to customer health, churn prevention, adoption, value realization, renewals, and expansion.
• Ensure Customer Success operates proactively and uses data to identify customer risks and opportunities.
• Partner closely with Sales to identify and execute expansion opportunities.

Build a Data-Driven Organization

• Define the KPIs, dashboards, and reporting required to manage Customer Success and Technical Support effectively.
• Establish a consistent data-driven operating rhythm around customer health, retention, support performance, and productivity.
• Translate customer and operational data into actionable improvements.
• Use data to continuously evaluate resource allocation, organizational effectiveness, and customer outcomes.

Drive AI, Automation & Efficiency

• Identify and automate repetitive and low-value activities across Customer Success and Technical Support.
• Evaluate and implement AI-based support and self-service capabilities where they can improve customer experience and efficiency in collaboration with the Revenue Operations Team
• Continuously simplify processes and leverage technology to build a scalable organization.
• Balance operational efficiency with customer impact, with a strong focus on effectiveness.

Lead Globally & Collaborate Cross-Functionally

• Lead and develop a high-performing global team across multiple regions and time zones.
• Build a lean, agile, and accountable organization with clear roles and responsibilities.
• Work closely with Regional Sales Leaders, Marketing, Revenue Operations, Product Management, Finance, Implementation, and Managed Services.
• Act as a key member of the global Go-to-Market leadership team and contribute to the overall customer and revenue strategy.

What We Are Looking For

• Proven experience leading global Customer Success and/or Technical Support organizations in a B2B Enterprise SaaS environment.
• Strong track record of improving customer retention and Net Revenue Retention.
• Deep subject-matter expertise in Customer Success, including segmentation, customer health, lifecycle management, operating models, and KPIs.
• Solid experience leading or operating Technical Support organizations, including support operating models, escalation management, and service levels (L1/L2).
• Sufficient technical fluency to engage credibly with engineering and product teams on platform, integration, and escalation topics.
• Experience in building and managing distributed international teams and appropriate management structures.
• Strong commercial mindset with the ability to connect customer outcomes to revenue outcomes.
• Demonstrated ability to drive operational efficiency through process optimization, automation, and AI.
• Highly analytical and data-driven, with a strong focus on measurable outcomes.
• Demonstrated leadership agility to align distinct team cultures, and navigate organizational change successfully (prior change management experience is a plus).
• Excellent cross-functional and executive stakeholder-management skills.
• Experience in e-commerce, retail technology, or digital commerce is a plus.
• Based in Berlin and comfortable operating in a truly global environment.

Success in the RoleThe primary measure of success is:
Improved Net Revenue Retention
Supported by:

• Improved Gross Revenue Retention and reduced churn
• Improved customer health, adoption, and value realization
• Increased expansion within the existing customer base
• Improved Technical Support efficiency and service levels
• Increased automation and self-service
• Improved organizational productivity
• A clear, scalable, and data-driven Customer Success operating model

What we offer you:

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
• Discounted Urban Sports membership
• Employee Assistance Program

This role's compensation corresponds to level M4 within our organisation structure. 

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities applies across our hiring processes and culture.
If you require any adjustments or accommodations during the application process, please let us know.

Please note that this recruitment process utilizes AI-assisted tools to help analyze and match applicant resumes. All screening decisions and resumes are reviewed by human recruiters, who make all hiring decisions.