Director Customer Success (m/f/d)

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Requirements:

• A track record of setting up successful Customer Success structures with enterprise customers in a SaaS environment - ideally with experience in procurement and AI and ideally from scratch.
• A university degree in a relevant field.
• Outstanding relationship building and influential skills up to C-level and enjoy being a sparring partner and advocate for your customers within your organisation.
• Drive for delivering exceptional customer experience and making this a company mindset.
• Experience in setting up (and leading) a respective team.
• Strong problem-solving skills and a deep technical understanding of SaaS software - ideally in the procurement space.
• Comfortable with a fully-remote set-up and business travelling to regular client meetings and offsite locations.
• Positive, well-organised and driven.
• Fluent in German and English, with other languages being a plus.

Responsibilities:

• Oversee the entire onboarding process, ensuring smooth and efficient implementation of Procure Ai’s software solutions.
• Develop strong, trusted relationships with key stakeholders in customer organisations to understand their procurement challenges and align Procure Ai’s solutions to meet their goals.
• Act as the main point of contact for enterprise customers, ensuring high levels of engagement, satisfaction, and support throughout the customer journey.
• Work closely with clients to drive adoption of Procure Ai’s products, identifying opportunities to integrate new features and offerings that align with their procurement strategies.
• Develop strategies to grow customer accounts by identifying upsell and cross-sell opportunities, increasing Procure Ai’s footprint within existing customer organisations.
• Organise regular business reviews with clients to track progress against KPIs, demonstrate the value of our solutions, and identify areas for improvement or expansion.
• Collaborate with internal teams (sales, product, and engineering) to customise Procure Ai solutions based on the unique requirements of enterprise clients.
• Provide client feedback to the product team, ensuring customer needs are incorporated into future product developments and enhancements.
• Work closely with system integrators and third-party partners to ensure successful solution deployments and seamless integration into clients’ procurement ecosystems.
• Lead efforts to ensure high customer retention rates by delivering proactive support and addressing any potential issues or risks before they escalate.
• Foster a customer-first culture, ensuring that clients receive ongoing value from Procure Ai’s solutions and remain advocates of our products.
• Build case studies, success stories, and customer testimonials that highlight the positive impact of Procure Ai’s solutions on procurement performance.
• Utilise data analytics to track customer health metrics, identify at-risk accounts, and implement strategies to mitigate churn.
• Regularly analyse customer feedback, satisfaction scores, and usage data to refine and improve the customer experience.
• Provide ongoing recommendations for product improvements and service optimisations to enhance customer outcomes and drive mutual growth.
• Develop scalable processes, playbooks, and best practices to improve the efficiency and effectiveness of customer success efforts.
• Stay informed about industry trends, competitive solutions, and customer needs to continuously refine Procure Ai’s customer success strategies.