Location & Work Model: Erfurt, DE | Hybrid 

Project Highlight: High-Impact Leadership Role & Path to Defining Customer Strategy 

Salary: €80,000 base + OTE Bonus

The Project: Strategic Leadership & Scaling

Our client is a powerhouse in the European Field Service Management (FSM) software space, functioning as the essential operating system for the utility and energy sector. As part of a market-leading international FSM group, they combine the agile, driven environment of a specialized firm with the global stability of a well-funded organization.

To support their next phase of growth, they are seeking a Head of Customer Success to join the leadership team. This is a role designed for a high ownership leader who will take full accountability for customer satisfaction, retention, and service excellence while building a high-performing, customer-facing organization.

The Role & Responsibilities

In this position, you are the bridge between commercial strategy and operational excellence. You will lead by example, managing high-stakes escalations while simultaneously building the structures and KPIs that define the future of the department.

• Strategic Leadership & Commercial Ownership: You own the metrics for customer satisfaction, retention, and net revenue expansion. You will partner directly with the CEO on strategic account management and executive-level business reviews.

• Team Development & Mentorship: You will lead the Support department (2.5 FTE) and, following an initial ramp-up, take functional leadership of Professional Services (~2 FTE). Your goal is to coach, mentor, and increase accountability across these teams.

• Escalation & Operational Mastery: As the executive escalation point, you bring calm and structure to complex situations. You will align internal teams (Support, R&D, Management) to turn technical or operational obstacles into successful outcomes.

• Product Influence: You act as the voice of the market, consolidating customer feedback into structured requirements for the local R&D team to ensure the product roadmap reflects the real-world needs of the utility sector.

• Enablement & Community: You will drive internal customer-centric thinking and lead engagement formats like webinars and user groups to foster a strong community among the client base.

What You Should Bring

We are looking for a hybrid of a resilient Customer Advocate and a Process-Oriented Leader.

• The Experience: 3–5+ years in B2B SaaS (Customer Success, Project Management, or Key Account Management). We are open to ambitious high potentials ready for their first formal leadership step or experienced leads looking for high impact ownership.

• The Toolkit: Technical literacy in software architecture (e.g., web services, XML) and a structured, analytical approach to problem-solving.

• The Ownership DNA: You thrive in high responsibility environments. You lead with clarity and aren't afraid to be hands-on while building long-term strategic improvements.

• The Language: Native-level German and professional English for international collaboration.

• Mobility: A willingness to travel and be on-site with key stakeholders roughly 1–4 days per month.

What’s In It For You?

• High-Impact Visibility: Direct collaboration with executive leadership and the ability to influence organizational development.

• The Best of Both Worlds: The agile environment of a specialized firm backed by the stability of a larger international group.

• The Environment: A modern office in central Erfurt with an inner courtyard, river access, and a young, driven team culture.

• Growth: A transparent leadership path in a crisis-proof industry (Utilities & Energy).

• Mentorship: Benefit from close collaboration with the CEO, providing a fast track for professional development and leadership experience.