Head of Customer Success B2B - Berlin, Deutschland - Babbel

Babbel

Geprüftes Unternehmen

Berlin, Deutschland

vor 5 Tagen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

We are looking for a Head of Customer Success EMEA to join our Business to Business department in Berlin

You will be a key player in our B2B leadership team to help drive this strategic revenue channel by developing customer relationships that promote retention, customer value and loyalty.

As Head of Customer Success, you will be responsible for leading and managing a team of 20+ Customer Success Managers, Team leads and our Learner Success team and promote a positive and professional team environment that fosters trust, integrity and superior performance standards.

You will:

Develop and execute a comprehensive customer success and learner success plan, including onboarding, adoption and retention strategies, developing it for scalability and sustained growth with people, process and strategies optimized with a customerfirst approach
Design data collection and feedback mechanisms to identify and understand customer needs, use cases, assess customer health
Own the performance metrics and KPIs in our CRM and customer success tools like Vitally and use them to optimize all processes and coach your teams to over achieve company retention upsell and extension revenue targets
Engage directly with multiple teams to build strong customer relationships providing them with a voice of customer (VOC), support, guidance and knowledge resources that will facilitate the achievement of their business objectives and value in using Babbel and maximize the adoption of our ecosystem
Optimize measurement of customer satisfaction and provide qualitative insights and quantitative data for our Product & Engineering teams
Manage the learner success team and work closely with product, learning content and learning experience teams to align around Babbel's purpose and focus on delivering programs and key mechanisms around learning science that drive learner success and engagement
Build industry and marketspecific strategies leveraging industry best practices in customer success management to Identify knowledge and skill gaps and work with the B2B leadership to develop a training plan to bring your team's performance to the next level
Establish collaborative relationships and work closely with your peers in North America to ensure alignment, consistency and share best practices across the B2B organization.

You have:

8+ years Experience in clientfacing roles in the SaaS industry
Demonstrated progressive management experience as Head of Customer Success in leading international teams of CSM's both in the SME and Enterprise segment
Proven track record of exceeding revenue targets and KPIs
Proven track record in delivering clientfocused solutions
Strong analytical and problem solving skills with metricsdriven work style
Demonstrated ability to manage multiple projects, work prioritization, planning and task delegation
Experience working with Hubspot, Vitally or similar CRM and Customer Success tools
Ability to work in a fastpaced, dynamic work environment
Excellent leadership, communication and presentation skills
Fluency in English (German is a big plus)

Some perks of becoming a Babbelonian:

Enjoy 30 vacation days and the chance to take a 3-month Sabbatical. Plus family and life situation counseling.
Decide how, when and from where you want to work with our flexible working hours and remote friendly options as Jobbatical (up to 3 months inside the EU) or work from our fully equipped office with nap, faith and family rooms.
Learn and grow with the internal learning opportunities, and use a yearly learning & development budget for external training. Learn languages with Babbel for free with your full access to Babbel & Babbel Live classes.
Take advantage of your mobility benefits options and a discounted Urban Sports Club membership.
Be part of our employee communities (such as Femgineers, DE&I Ambassadors and LGBTQIA groups), attend cultural and regular social events.

Diversity at Babbel

Sounds good? We are already looking forward to hearing from you Check out also our jobs page, our blog and our techblog to get an impression about #lifeatbabbel