Head of Customer Success fmd

Deine Chance bei uns!

At plancraft we are passionate about revolutionizing the craft & construction industry with our straightforward software solutions. Our vision is to become Europes number one craftsman software. With the backing of top European investors we provide a leading SaaS solution that simplifies the management and operational challenges faced by crafts businesses. As we gear up for our next phase of growth we are looking for a dynamic Head of Customer Success (f/m/d) to lead and expand our Customer Success Team.

Deine Mission bei uns!

As the Head of Customer Success at Plancraft you play a crucial role in scaling the company to become the #1 craftsmen software in Europe. You face three major challenges:

1. Continuously building and developing our strong Customer Success team.
2. Ensuring all decisions are datadriven working in close collaboration with our Revenue Operations team.
3. Working closely with the Product team to ensure they have a deep understanding of customer experiences and issues enabling the development of practical solutions.

Key Responsibilities:

Team Leadership and Development:

• Scale the Customer Success team and lead the hiring of new colleagues.
• Be responsible for onboarding and knowledge sharing ensuring team efficiency quality and customer satisfaction through regular interactions.
• Manage daily tasks including team member coordination and vacation planning.

DataDriven Customer Success:

• Ensure all decisions within the Customer Success team are datadriven.
• Leverage insights to guide strategic decisions that enhance customer satisfaction and team performance.
• Collaborate closely with the Revenue Operations team to gather analyze and interpret relevant data.
• Ensure the team consistently operates with accurate and actionable information.

CrossFunctional Collaboration with the Product Team

• Foster close collaboration with the Product team to align on customer needs and experiences.
• Ensure the Product team has a deep understanding of customer feedback and challenges.
• Assist in requesting and analyzing the right usage data to inform product decisions.

Performance Monitoring and Reporting

• Work closely with senior management including the founders (CEO CPO) VP of Revenue and Head of Sales to ensure customer success strategies are fully integrated with companywide goals
• Establish KPIs and other performance metrics in collaboration to measure the success of Customer Success activities and monitor these metrics to track performance.

Dein Profil

• At least 7 years of Customer Success experience with a significant portion in a leadership role within a fastpaced startup environment.
• Proven track record of managing large teams.
• Lead by example demonstrating courage in making difficult decisions.
• Capable of providing customers with constructive solutions without making false promises.
• Entrepreneurial mindset with the ability to adapt quickly and drive significant results in a dynamic environment.
• Fluent in German and English.

Performance Expectations:

• Achieve and exceed customer retention and satisfaction targets with the team.
• Significantly improve customer onboarding retention and up and crossselling processes within the first year.
• Increase revenue growth through upselling and crossselling to existing customers.
• Boost customer referrals and acquisition.
• Lead by example and represent our culture.

Warum plancraft

• Our Team: We are a team of passionate committed individuals who are determined to realize our vision.
• Influenc e: Take direct responsibility and have a say in a flathierarchy company.
• Dynamics: Experience the agility of a startup in its early days learn continuously and build tomorrows craftsman software today.
• Growth: We foster a culture of direct feedback continually exchanging knowledge and using todays lessons to shape tomorrows success.
• TopTier Technology: Utilize the latest Apple devices provided to keep you at the forefront of technology.
• Location: Our central office is located in Hamburgs vibrant Schanze district.
• Entrepreneurial Spirit: We believe in fostering entrepreneurial spirit and offer an attractive Virtual Employee Stock Ownership Plan (VESOP) to ensure our team shares in our success.
• Benefits: Enjoy perks like memberships to Urban Sports Club benefits from Deutschland Card topnotch coffee refreshing beers other beverages and regular team events
• Relocation bonus available.Questions
  

Isabelle from the People & Culture team will be happy to answer all your questions. You can reach her at or.