zenloop GmbH logo
zenloop GmbH

Head of Customer Success (m/f/d)

Employee
Berlin, Germany
Customer Support

“How likely is it that you recommend our product to a friend or colleague?” Once you’ve answered this question, you know the core of the Net Promoter System.

“Success happens when your customer experiences a truly unique journey.” We at zenloop are more than just a Berlin made Start Up. Experiencing our first initial success story with Flaconi, an online perfumery with over thousands of divers beauty products, made us come up with a new approach. How do you drive greatest customer relationships? Simple answer: Ask your customers and act based on every single feedback! By using the Net Promoter System (NPS) method, we help our customers to improve their product, service and relationship to end-consumers. Focus on our product is our lifeline and DNA of zenloop.

We are currently searching to strengthen our product team in Berlin by having a seasoned Head of Customer Success (w/m/x) on board to support our current growth and vision within the customer retention management world.

You and your team will empower our enterprise clients to become experts in that field, to utilize our platform benefits at max and to achieve the desired results - boosting customer retention, growth and profitability. Your team will be the starting point of long lasting customer relationships. You are vital for the health of our SaaS business.

Your responsibilities

  • Supporting the team in doing their best to secure a long-term customer relationship with them using zenloop
  • Budget planning, controlling and reporting to the founders
  • Fully leverage all functionalities of our customer success software Planhat
  • Create automatically distributed content to continuously train individual persona and lifecycle segments
  • Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
  • Further development and management of the fast-growing team
  • Enable hiring of 2 Senior Customer Success Manager and an Implementation Manager
  • Fully leverage all functionalities of our customer success software Planhat
  • Establish onboarding standards (videos, templates, slides) to new clients
  • Anchor our platform deep into processes and relevant departments of our clients
  • Create and automatically distribute content to continuously train individual persona and lifecycle segments
  • Establish and lead a regular customer success round table to unite peers of leading SaaS companies
  • Develop of a system to guarantee strong customer loyalty and to identify possible churn risks at an early stage

Requirements

  • You have 4 or more years of significant Customer Success experience, ideally within a SaaS company with tech heavy product and enterprise focus
  • Ideally you have lead a team of 2 to 5 people
  • You have a Customer-first mindset: colleague will wonder whose side you are on
  • You are fluent in english and german
  • You are a networker with strong ties to peers
  • You are a team player enabling your team to grow zenrocket experts
  • You are a constant learner who uses different sources for growing

Our offer

  • Challenging and varied tasks in a dynamic environment
  • Chance to individually grow in a fast growing environment with expert founders and management team
  • Regularly trainings to increase constantly your knowledge
  • Competitive salary
  • Half yearly company offsites, regularly team events and team lunches
  • High end equipment and an office in the heart of Berlin
See job details

“How likely is it that you recommend our product to a friend or colleague?” Once you’ve answered this question, you know the core of the Net Promoter System.

“Success happens when your customer experiences a truly unique journey.” We at zenloop are more than just a Berlin made Start Up. Experiencing our first initial success story with Flaconi, an online perfumery with over thousands of divers beauty products, made us come up with a new approach. How do you drive greatest customer relationships? Simple answer: Ask your customers and act based on every single feedback! By using the Net Promoter System (NPS) method, we help our customers to improve their product, service and relationship to end-consumers. Focus on our product is our lifeline and DNA of zenloop.

We are currently searching to strengthen our product team in Berlin by having a seasoned Head of Customer Success (w/m/x) on board to support our current growth and vision within the customer retention management world.

You and your team will empower our enterprise clients to become experts in that field, to utilize our platform benefits at max and to achieve the desired results - boosting customer retention, growth and profitability. Your team will be the starting point of long lasting customer relationships. You are vital for the health of our SaaS business.

Your responsibilities

  • Supporting the team in doing their best to secure a long-term customer relationship with them using zenloop
  • Budget planning, controlling and reporting to the founders
  • Fully leverage all functionalities of our customer success software Planhat
  • Create automatically distributed content to continuously train individual persona and lifecycle segments
  • Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
  • Further development and management of the fast-growing team
  • Enable hiring of 2 Senior Customer Success Manager and an Implementation Manager
  • Fully leverage all functionalities of our customer success software Planhat
  • Establish onboarding standards (videos, templates, slides) to new clients
  • Anchor our platform deep into processes and relevant departments of our clients
  • Create and automatically distribute content to continuously train individual persona and lifecycle segments
  • Establish and lead a regular customer success round table to unite peers of leading SaaS companies
  • Develop of a system to guarantee strong customer loyalty and to identify possible churn risks at an early stage

Requirements

  • You have 4 or more years of significant Customer Success experience, ideally within a SaaS company with tech heavy product and enterprise focus
  • Ideally you have lead a team of 2 to 5 people
  • You have a Customer-first mindset: colleague will wonder whose side you are on
  • You are fluent in english and german
  • You are a networker with strong ties to peers
  • You are a team player enabling your team to grow zenrocket experts
  • You are a constant learner who uses different sources for growing

Our offer

  • Challenging and varied tasks in a dynamic environment
  • Chance to individually grow in a fast growing environment with expert founders and management team
  • Regularly trainings to increase constantly your knowledge
  • Competitive salary
  • Half yearly company offsites, regularly team events and team lunches
  • High end equipment and an office in the heart of Berlin
About zenloop GmbH
zenloop hilft Unternehmen, Kunden fürs Leben zu gewinnen. Schnell und einfach mit Hilfe des global etablierten Net Promoter Systems (NPS).
11-50 employees
Information Technology (IT)
Brunnenstraße 196, Berlin, Deutschland
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Our other open positions:
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Customer Success Manager
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Contact Person:
Pia Rudnik
HR Manager
Documents:
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