Head of Customer Success (all genders)

Your mission

Join airfocus, a standout company recognized by Kununu as a TOP 5% best-rated company for 2023 and 2024, boasting a 4.8 rating and 94% recommendation on Glassdoor - be part of our success story NOW!

airfocus, the world's first modular product management platform, is growing on all continents. We have proven to be an up-and-coming industry leader with a proven business model and a first-class team.

Now, with thousands of users from customers like Orange, Sennheiser, or Moneygramm, it's time to add fuel to the fire and further scale up our GTM processes!

We are on the lookout for a Head of Customer Success who will be responsible for transforming our current support-focused team into a proactive customer success unit.

You will focus on reducing churn, enhancing customer satisfaction, and driving expansion. You are our ideal candidate if you have a strong background in customer success, an analytical mindset, and a proven track record of leading and developing high-performing teams.

What you’ll do :

• Develop and implement a comprehensive customer success strategy, transitioning from a reactive support model to a proactive success approach.
• Define and track key customer success metrics (e.g., churn, NPS, product adoption) and use data-driven insights to identify areas for improvement.
• Establish processes and methodologies to understand customer behavior, usage patterns, and potential churn risks, enabling proactive interventions.
• Build and lead a high-performing customer success team, providing coaching, training, and professional development opportunities to elevate their skills.
• Implement customer success tools, technologies, and best practices to drive efficiency and scalability.

Your profile

• 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.
• Proven track record of building / transforming and leading high-performing customer success teams.
• Expertise in developing and implementing customer success strategies, processes, and metrics in a SaaS environment.
• Strong data analysis and problem-solving skills, with the ability to derive insights from customer data.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and cross-functional teams.
• Experience with customer success tools and technologies (e.g., CRM, customer support software, analytics platforms).

Why us?

• You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning.
• Remote-first team : Work from our cool HQ in Hamburg or anywhere in Europe - forever!
• Flexible working hours.
• Boost your personal development in an environment that encourages continuous learning.
• Competitive compensation and an L&D budget.
• Project squads with rotating team members.
• MacBook Pro or notebook of your choice, and healthy (and non-healthy!) snacks and beverages.
• Recurring virtual events and annual airfolks meet-ups.

About us

At airfocus, we're reimagining the way teams make decisions. From how they prioritize their never-ending list of features, ideas, and projects to how they create beautiful yet effective roadmaps, the work we do is shaping the future of collaboration and strategy.

To get there, we’ve brought together a collective of optimists and doers to tackle challenges along this ride. We believe in learning by doing and that there is no better classroom than real-world experience.

We strive for product excellence, a superior user experience, and great storytelling because we believe those are the best ways to create value for our customers and employees.

Our team is made up of talented individuals who are highly motivated to grow our company and themselves and have fun in the process.

Join us and help shape an amazing company. From Hamburg, or wherever you best get stuff done.