Director of Customer Success

Director of Customer Onboarding & Adoption - (SaaS)

Are you a passionate leader ready to revolutionise customer experience in a traditionally overlooked industry?

Our rapidly expanding SaaS company, based in the heart of Berlin, is undergoing a transformative journey. We're seeking a dynamic and strategic Director of Customer Onboarding & Adoption to lead our team and redefine how our customers interact with our complex B2B SaaS platform. If you're driven by creating exceptional customer journeys, fostering a high-performing culture, and making a real impact, this is your opportunity.

About Us:

We're a fast-paced, innovative SaaS company experiencing significant growth. Our mission is to empower businesses within a historically underserved digital sector. We're committed to building a world-class team and a customer-centric culture, driven by our enthusiastic Managing Director.

The Role:

As our Director of Customer Onboarding & Adoption, you will be the driving force behind our customer-first strategy. You will lead a large, dedicated team, orchestrating every touchpoint from onboarding to ongoing support, ensuring seamless customer adoption and maximizing Annual Recurring Revenue (ARR).

Your Responsibilities:

• Strategic Leadership: Develop and implement a comprehensive customer experience strategy aligned with our business goals.
• Team Management: Lead, mentor, and inspire a large customer experience team, fostering a culture of excellence and continuous improvement.
• Customer Journey Optimization: Design and refine the end-to-end customer journey, identifying and addressing pain points to enhance satisfaction and loyalty.
• Onboarding and Adoption: Drive successful customer onboarding and adoption of our complex B2B SaaS platform, ensuring maximum value realization.
• Support Excellence: Oversee our support operations, ensuring timely and effective resolution of customer issues.
• Data-Driven Insights: Utilize data and analytics to measure customer satisfaction, identify trends, and drive continuous improvement.
• Cross-Functional Collaboration: Collaborate closely with product, sales, marketing, and engineering teams to ensure a unified customer experience.
• Industry Advocacy: Champion the importance of exceptional digital customer experience within our industry.
• Travel: Monthly travel to our head office and occasional travel across Germany to meet with clients and teams.

What We're Looking For:

• Proven experience as a Director or senior leader in Customer Onboarding, ideally within a B2B SaaS environment.
• Deep understanding of complex SaaS platforms and their implementation.
• Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• A passion for customer advocacy and a commitment to delivering exceptional customer experiences.
• Fluency in German is mandatory.
• Empathy, enthusiasm and passion to make digital an industry which historically has been overlooked.
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer:

• The opportunity to shape the customer experience of a rapidly growing SaaS company.
• A challenging and rewarding role with significant impact.
• A collaborative and supportive work environment.
• The chance to work with a talented and passionate team.
• Competitive salary and benefits package.
• Opportunity to work with strategic business leaders.
• Opportunity to travel around Germany.
• Opportunity to build a high performing culture.

Join us and be part of our exciting journey!

We look forward to hearing fromyou!