Director Customer Success (m/w/d) I Real Estate

About Our Partner

Our partner is a leading European PropTech company with a strong market presence in the DACH region and beyond. With a broad portfolio of digital platforms, the company is driving the transformation of the real estate market – with the clear goal of making real estate processes more efficient, transparent, and data-driven for users and business customers.

What sets the company apart:

• Strong platform solutions: Digital marketplaces and tools for real estate marketing and search
• Data-driven decisions: Smart insights for better performance along the entire customer journey
• Scalable business model: High reach and strong brands in several European markets
• High customer benefit: More efficient processes for brokers, owners, and companies
• Future-oriented: Clear focus on innovation, digitalization, and sustainable growth

In a nutshell: Here you will meet an established, internationally positioned company with a strong market position, state-of-the-art technology, and a clear ambition to sustainably digitalize and further develop the real estate industry.

Responsibilities

Customer Success Strategy & Ownership:

• You will build Customer Success as an independent, strategic function from scratch.
• Responsibility for NRR, Gross Retention, and Expansion Revenue
• Definition and implementation of the Customer Success strategy, segmentation, and engagement models
• Building a data-driven retention and growth organization

Leadership & Organizational Development:

• You will lead teams through change and develop a strong Customer Success culture.
• Leadership and development of 3-4 team leads and an organization of ~35 employees
• Building a high-performing, customer-oriented, and scalable CS organization
• Guiding the team through transformation and change processes

Customer Lifecycle & Processes:

• You will create scalable processes along the entire customer journey.
• Optimization of onboarding, adoption, renewal, and risk management
• Establishing clear processes and responsibilities (RACI) between CS, Sales, Product, and Support
• Further development of compensation and performance models

Product & Customer Orientation:

• You will understand product value and make it tangible for customers.
• Close collaboration with Product & Tech to improve the customer experience
• Building a product-value-driven engagement model instead of pure account management
• Representing the Customer Voice in product, pricing, and go-to-market decisions

Data & Performance Management:

• You will manage Customer Success data-based and with a clear focus on impact.
• Building dashboards, forecasting, and customer health scores
• Managing churn reduction, retention, and expansion based on clear KPIs
• Close coordination with Sales on renewals and growth potentials

Qualifications

Customer Success & Leadership Experience:

• You bring profound experience in building and leading Customer Success organizations.
• Minimum of 7 years of experience in Customer Success, Account Management, or SaaS Commercial Organizations
• Leadership experience across multiple management levels
• Experience in scaling teams with 25+ employees

Transformation & Change Competence:

• You are comfortable in change situations and actively shape them.
• Experience in building or realigning Customer Success functions
• Proficient in handling transformations, new operating models, and change processes

Retention & Commercial Excellence:

• You understand Customer Success as a commercial growth driver.
• Demonstrable success in NRR, retention, churn reduction, and expansion revenue
• Strong understanding of customer lifecycle management and scalable engagement models

Data & System Competence:

• You work data-driven and are technologically savvy.
• Experience with Salesforce or comparable CRM/CS systems
• Proficient in building KPI frameworks, forecasting, and data-based management
• High affinity for automation and intelligent process optimization

Product Understanding & Stakeholder Management:

• You connect customer needs with product and business goals.
• Close collaboration with Product, Tech, Sales, and Support
• Strong ability to identify customer value and represent it internally
• Confident presence at the Executive level

Mindset & Personality:

• You combine strategic thinking with an operational hands-on mentality.
• High degree of personal responsibility and drive for action
• Courage to question existing structures and build anew
• Customer-oriented, analytical, and clearly performance-driven

Benefits

Scope for Design & Impact

• You will take on a key role with great influence on the organization.
• Building a new Customer Success function with high visibility
• Direct impact on retention, growth, and customer experience

Compensation & Conditions

• You will benefit from an attractive executive package.
• Additional short-term incentive based on personal and company goals

Work Model & Flexibility

• You will work hybrid in a modern environment.
• 2–3 days per week on-site in Nuremberg
• Close collaboration with international teams within the company

Company Culture & Environment

• You will become part of an innovative European PropTech leader.
• Dynamic, technology-driven environment with a strong growth trajectory
• Open, down-to-earth, and performance-oriented company culture
• High visibility and collaboration with Executive Leadership

Do you want to contribute to a leading PropTech company and actively shape the way real estate is digitally marketed and found? Then become part of the team and drive growth and innovation in the market!