What you can achieve

Imagine this:

A customer reaches out with a service request. At the same time, your team is identifying opportunities for additional solutions, assessing churn risks and finding areas where automation can improve efficiency.

This is where your role begins.

As Head of Customer Success, you will build an organization that not only supports customers but actively contributes to BACHMANN's growth.

You will unite Customer Service, Customer Success and Automation into one global organization with a shared objective:

Stronger customer relationships, sustainable growth and measurable business results.

In this role, you will:

Transform multiple customer-facing functions into one organization that operates seamlessly across the entire customer journey.
Establish clear ownership and accountability to ensure customers receive fast, effective support.
Analyze customer retention, revenue development, service performance and expansion opportunities and translate insights into action.
Work closely with Sales, Product Management and Service teams to develop systematic approaches for cross-selling, upselling and customer expansion.
Build scalable customer engagement models and increase the use of self-service and digital customer experiences.
Leverage data, customer insights, AI and automation to identify growth opportunities and customer risks early.
Shift the organization from a service-focused mindset to a model centered on customer lifetime value, retention and revenue growth.
Collaborate with Product, Sales, Support and international stakeholders to turn ideas into measurable outcomes.
Build a high-performing team that is ambitious, commercially minded and focused on delivering results.

Responsibilities

What you can achieve

Imagine this:

This is where your role begins.

As Head of Customer Success, you will build an organization that not only supports customers but actively contributes to BACHMANN's growth.

You will unite Customer Service, Customer Success and Automation into one global organization with a shared objective:

Stronger customer relationships, sustainable growth and measurable business results.

In this role, you will:

Transform multiple customer-facing functions into one organization that operates seamlessly across the entire customer journey.
Establish clear ownership and accountability to ensure customers receive fast, effective support.
Analyze customer retention, revenue development, service performance and expansion opportunities and translate insights into action.
Work closely with Sales, Product Management and Service teams to develop systematic approaches for cross-selling, upselling and customer expansion.
Build scalable customer engagement models and increase the use of self-service and digital customer experiences.
Leverage data, customer insights, AI and automation to identify growth opportunities and customer risks early.
Shift the organization from a service-focused mindset to a model centered on customer lifetime value, retention and revenue growth.
Collaborate with Product, Sales, Support and international stakeholders to turn ideas into measurable outcomes.
Build a high-performing team that is ambitious, commercially minded and focused on delivering results.