Head of Customer Success DACH

Ready to be part of the Legal Tech revolution?

As the leading SaaS publisher in Europe, Dilitrust is transforming legal departments worldwide with cutting-edge technology.

Our Impact: From General Meeting reports to AI-assisted contract life management, our teams across France, Spain, Italy, Canada, Mexico, and MEA are the driving force behind our global success. We are pleased to provide daily support to 2,400 customers in 64 countries, with 80% of major listed companies in major markets like Europe, North America and the middle East.

Our Ambition: Become The 1st Legaltech worldwide. Achieve Unicorn status, with a valuation surpassing €1 billion.

Our Recognition: Dilitrust has been recognized for offering a positive and stimulating work environment. We are proud to have been awarded the "Happy at Work" and “Tech at Work” label since 2019.

Your duties :

Reporting to the Chief Customer Officer (CCO), you will manage a team and oversee the team's growth. As a DACH Head of CS, you have to adapt locally HQ processes, strategy, and operations.

Project Management & Customer Care:

• Ensure customer satisfaction and retention at a global scale.
• Oversee and optimize customer projects, ensuring efficient implementation, on-time delivery, and budget adherence.
• Act as a strategic advisor to customers, helping them maximize the value of our solutions and improve their satisfaction.

Account Growth & Business Development:

• Develop and execute strategies to maximize customer retention, engagement, and account expansion.
• Identify and pursue Upsell, Cross sell opportunities to support growth and market expansion across Europe.
• Work closely with sales teams to enhance customer acquisition and develop long-term partnerships.

Regional Team Leadership & Performance Management:

• Lead and challenge regional team in consulting, implementation, support, and customer relationship management.
• Train and mentor teams to improve their skills and overall performance.
• Manage a team, ensuring their professional growth and career development.

Strategic Analysis & Cross-Functional Collaboration:

• Analyze regional performance and provide strategic recommendations to optimize results.
• Collaborate with sales, marketing, and R&D teams to enhance our solutions and align them with market needs.
• Actively participate in the sales process and contribute to product evolution to meet customer expectations

Profile required:

You have 15 years of experience including 10 in management

Strong business focus (upsell, cross sell, churn, downsell, NRR)

Experience of complexe Project management

Highly operational, able to take over, resolve customer situations, provide solutions

Native German, fluent English, and French is a plus

Thorough knowledge of the DACH market/customers

Legaltech experience, ideally CLM and Matter Management

Our values:

At DiliTrust, our values guide everything we do.

Trust is our foundation, ensuring transparency and integrity in every action.

We promote inclusion, fostering a culture of empathy, diversity and belonging, where everyone's voice is valued.

We foster a hands on spirit, encouraging initiative, resilience and action-oriented thinking to meet challenges.

We strive for excellence, constantly pushing boundaries to drive innovation, and demonstrating generosity in all our endeavors.

Above all, we succeed as a team, united by a common goal: collaboration.

What we offer:

Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada as well as Dubai and Mexico);

Our "Telework Charter" guarantees that you can find the right balance between "Onsite" and "Remote";

Last but not least, Business Bike, Employee referral program, etc…

More info :

Location: Munich or Berlin

Type of contract : Full time, hybrid