Your mission
We are seeking an experienced Head of Customer Success & Support to lead and scale our customer success and support department and drive strategic initiatives that maximize customer retention, satisfaction, and product adoption. You will lead a high-performing team and collaborate cross-functionally to ensure our customers receive outstanding support and value from our products.
Your profile
Responsibilities:
- Set and execute customer success strategy: Develop and implement strategies that enhance customer satisfaction, retention, and overall success.
- Lead the customer success and support team: Manage, mentor, and grow the customer success & support team.
- Collaborate with cross-functional teams: Work closely with sales, product, marketing, and other departments to align customer success initiatives with broader company goals.
- Analyze customer data: Regularly review customer feedback, usage data, and key performance indicators (KPIs) to identify trends and areas for improvement.
- Drive customer engagement: Develop programs and initiatives that increase customer engagement, encourage product adoption.
- Customer advocacy: Act as the voice of the customer within the organization, ensuring that customer feedback is incorporated into product development and business strategies.
- Optimize customer success processes: Continuously refine customer success processes and tools, e.g. with the help of AI to improve efficiency and effectiveness.
- Manage key accounts: Oversee relationships with strategic customers, ensuring their needs are met, and they remain loyal to the company.
- Report on customer success metrics: Provide regular reports and insights on customer success metrics to senior leadership, highlighting successes and areas for improvement.
- Risk Mitigation and Management: Proactively identify and address customer concerns or issues.
Our ideal candidate:
- Proven experience in a customer success leadership role, preferably in the SaaS industry.
- Strong leadership skills with a track record of managing and developing high-performing teams.
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models is a plus.
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
- Strategic thinker, but who is also very comfortable being hands on with processes and customers.
- Excellent interpersonal skills for working with customers and collaborating with internal teams.
- Analytical mindset with the ability to interpret data and make informed date-driven decisions.
- Customer-focused approach with a passion for delivering exceptional customer experiences.
- Ability to thrive in a fast-paced, dynamic environment.
- Proficiency in German and English, other languages are beneficial.
- Specific M365 sector knowledge is a plus.
Why us?
Rencore offers:
- Exciting job, motivated team, space for ideas and innovations.
- Opportunity to continuously learn new things and develop yourself personally and professionally.
- Hybrid working environment (between home office and Munich office).
- Work life balance.
- Modern central office with large rooftop terrace.
- Unlimited vacations and you get a paid day off on your birthday!
- Choice of your company laptop Windows or Apple.
- You are part of a first-class internationally distributed team (business language English).
- Competitive Compensation.
This is an incredible opportunity for a talented Customer Success leader to help take a scaling software business’ Customer Success & Support capability to the next level. If you’re seeking to make an impact with a team of professionals, who take on change as a challenge, and strive to bring new ideas to life, this could be you. Let's make this happen! - Apply!
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About us
Rencore is a B2B software company providing award-winning solutions essential for organizations to stay in control of Microsoft Office 365, SharePoint, Teams, Azure and the Power Platform. We empower organizations to identify, manage and mitigate the risks of uncontrolled platform growth and customization by providing invaluable insights, advice, and tools to scale operations through automation. We believe in non-hierarchical structures, empowerment and open communication. Our Team of 37 highly dedicated and motivated team members (internally called Team Awesome) do everything to enable us to enter Mach 1 speed. We are a diverse workforce working out of 7 countries, where collaboration and communication are paramount. Our people enjoy a good laugh, Bavarian pretzels and strive to win.
OUR MISSION
We at Rencore firmly believe that governance can be fun! That's why we develop tools that help our customers to easily identify, manage and mitigate the risks of uncontrolled cloud growth by providing invaluable insights, advice, and empowering them to act.
