VP Customer Success, Support & Professional Services (m/f/d)

We re a diverse group of committed individuals empowered to thrive on challenge, share ideas, and pursue our ambition to transform the way commerce works.

So what about you? Do you want to help shape the future? Join us and you ll open the gateway to a world of endless possibilities.

At Productsup you ll be an intrinsic player in a vibrant culture that brings together people with opportunities, ideas with implementation, and ambition with achievement.

You can make great things happen in your career by making great things happen in commerce.

Productsup - the place where people are empowered to shape the future of commerce.

Your role and goals

We strive to always provide the best service not just through our product but also throughout our daily interaction with our customers. Customer Services at Productsup brings under the same umbrella the teams that are crucial for a great customer experience and as a VP Customer Success, Support & Professional Services you will lead these teams towards exactly that - customer excellence.

The six teams are global, operating across EMEA, NAM, ANZ and India, and include: Customer Success, responsible for customer retention; Academy in charge of training and enablement; within Implementation and Managed Service we provide A-class professional services; our Documentation team is responsible for our Help Center; and through an outstanding Technical Support team we ensure fast and high-quality technical assistance to our customers.

We re looking for an experienced leader to drive success for our customers and lead our world-class Customer Services department on the P2C journey. If you re a people-centric, empathic, and driven leader who is passionate about managing a global department with 50+ employees, this position is for you!

Note: for the VP Customer Success & Services role we will only consider candidates based in, or willing to relocate to, one of the following countries: Germany, France or Spain.

In your first 3 months you will:

• Gain in-depth knowledge about the Productsup platform and use cases
• Understand the roles and responsibilities of all Customer Success & Services teams and build up strong connections with their individual leaders, whom you will coach and support in all matters
• Establish a strong relationship with the Sales, Product, and Marketing teams
• Review existing processes and documents to ensure aligned communication, scalability, and goal orientation across the department
• Familiarize yourself with the budgeting and hiring processes
• Learn about our customer acquisition, pricing, and renewal processes, as well as our service offerings
• Grow the department around the globe

In your first 6 months and beyond you will:

• Refine and further develop KPIs in collaboration with the individual team leaders
• Work closely with Sales Operations and our Solutions BI developers to visualize key metrics for the teams
• Establish surveys to capture CSAT, NPS, and other key metrics at relevant customer milestones
• Consult in the purchasing and implementation of a Customer Success software
• Create new service offerings in collaboration with the professional service team leaders
• Be responsible for establishing deep customer relationships, increasing retention, and driving programs for strategic account development
• Coordinate installed base marketing activities with the Customer Marketing team
• Be a stakeholder in the development of our product and prioritization of feature requests
• Further develop career paths and job competencies together with the team managers
• Drive documentation of all processes and knowledge in Confluence
• Keep up the strong values of support, collaboration, and continuous learning that the Customer Success department embodies

What you bring to the team

• 7+ years of work experience leading Customer Success, Service Management and Professional Service teams
• 3+ years of experience in leading global teams and managing managers
• Experience with defining and implementing metrics to measure and manage success
• Analytical background with the ability to turn numbers into action plans
• Sound technical background and willingness to learn our product in depth, and become an expert in the Productsup platform
• Experience in orchestrating complex, multimillion-dollar customer implementation projects where the customer experience and satisfaction are priority
• Demonstrated financial acumen and the ability to craft and execute business strategies while focusing on delivering excellent customer service and increasing revenue
• A passion for building deep customer relationships and delivering outstanding service
• A highly structured working style, proactive methodologies, strong prioritization skills, and the willingness to commit long-term
• An empathic, people-first and hands-on leadership style
• Excellent written and spoken English language skills (German is a plus)

What we offer you

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• A unique and thorough onboarding program where you ll learn the ins and outs of our company and product
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company s growth in an international environment with 40+ nationalities
• Discounted Urban Sports membership

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities begins at the hiring process and extends to our whole working culture. We pledge to social and environmental initiatives that support a sustainable environment. Everyone has a unique contribution to make and all are welcome.