Your role

• You will be responsible for defining and implementing our future Operating Model for Customer Success, which is heavily based on Artificial Intelligence – with HubSpot as the central core of your processes.
• You will establish HubSpot as our central, overarching system for marketing, sales, and customer success to ensure a seamless customer journey.
• You will revise our segment-specific support models and align them specifically with our increased strategic focus on enterprise customers, without losing sight of scalability for other segments.
• You will take full responsibility for hiring, strategic development and continuous improvement of your team (creating clear roles, structures and development paths).
• You ensure that our customers derive added value from the caralegal platform quickly, sustainably and measurably.
• You are responsible for key customer KPIs, making successes measurable and driving revenue growth, in particular:
  • Net Revenue Retention (NRR)
  • Churn / Retention
  • Product Adoption
• Customer satisfaction, e.g. E.g. CSAT/NPS
  • 
    
• You will work closely with Sales, Product and Marketing, particularly on customer handovers, expansion potential, product feedback loops, and enablement and education initiatives.
• You will spend approximately 30% of your time working operationally with customers and will directly apply your experience to strategically important (enterprise) customer relationships.
• You will lead and develop our Customer Success area, which currently includes the following functions:
  • Implementation / Onboarding
  • Customer Success Management
  • Customer Support
  • Training & Enablement 
• You are a member of the Commercial Leadership Team, report directly to the Chief Revenue Officer (CRO), and closely align the Customer Success strategy with our overarching corporate goals.

Your profile

This is what you bring with you

• You have at least 6 to 10 years of experience in the B2B SaaS or tech environment.
• You bring several years of leadership experience in Customer Success and have demonstrably held full responsibility for team building, hiring and team development.
• You have already built, scaled or significantly developed Customer Success organizations and have in-depth experience with consulting-intensive SaaS solutions, ideally in an enterprise environment.
• You have strong practical experience in the conception and implementation of future-proof, highly AI-supported CS processes and automations.
• You have in-depth knowledge of HubSpot and understand how to use the system as a single source of truth throughout the entire commercial journey.
• You work in a KPI- and data-driven manner and can manage customer success both strategically and operationally.
• You have strong communication skills, both internally and externally, and can convey complex topics clearly, convincingly and in a customer-oriented manner.

What is additionally helpful

• Experience with implementation and onboarding processes.
• Experience in building or developing customer support organizations.
• Knowledge of training, enablement, or education concepts.
• Experience in regulated environments, for example data protection, data responsibility, compliance or legal tech.
• Experience in scale-ups or high-growth startups.

This also distinguishes you

• You have an entrepreneurial mindset, see yourself as a builder, and have a clear vision of how technology and AI will shape the customer success of the future.
• You think strategically, but at the same time you are hands-on and pragmatic in your implementation.
• You have a clear focus on customer value, business outcomes, and sustainable customer relationships.
• You bring structure to complex situations and create orientation for the team, customers and internal stakeholders.
• 
  
• 
  
•