Head of Customer Success (w/m/d) Beton
Company:Alcemy
Location:Germany
Languages:German, English
Seniority level:Lead, Mehrjährige Erfahrung (several years of experience)
Experience:Mehrjährige Erfahrung (several years of experience)
Skills:
LeadershipBusiness DevelopmentPeople ManagementProduct ManagementCross-functional Team LeadershipStrategyCommunication SkillsMentoringNegotiationPresentation skillsCoachingRelationship buildingAccount ManagementFluency in EnglishMarketingTeam managementStakeholder managementCustomer Success
Requirements:
Several years of experience in Customer Success, Account Management, or a comparable customer-oriented role in B2B SaaS or Tech. Leadership experience in a management role (e.g., Head of, Director, Senior Manager) with proven success in building and scaling Customer Success structures in a startup or scale-up environment. Deep understanding of the construction, concrete, or building materials industry. Confident demeanor and excellent communication/presentation skills with technical experts and management. Hands-on mentality with the ability to lead strategically as a Player/Coach while also supporting customers operationally. Fluent in German and English.
Responsibilities:
Develop and implement a holistic Customer Success strategy with a focus on sustainable customer value. Define, manage, and report on central Customer Success KPIs. Represent the 'Voice of the Customer' internally and collaborate with Product, Sales, and Marketing. Take responsibility for scalable onboarding, adoption, and long-term platform usage. Proactively monitor Customer Health Scores and derive targeted measures. Build and maintain strong relationships with decision-makers and C-level stakeholders. Lead and develop the Customer Success team as a Player/Coach. Select, implement, and develop Customer Success tools.
