Head of Customer Success – AI & Data (m/w/d)

About

As Head of Customer Success – AI & Data (m/f/d), you will be responsible for defining, building, and scaling the Customer Success function for our AI and Data portfolio. You will ensure that our customers achieve measurable business value from our solutions and that Customer Success becomes a structured growth driver across utilization, customer retention, expansion, and long-term value creation. You will combine strategic leadership, operational excellence, and a strong customer focus.

Responsibilities

• Definition of the Customer Success strategy for AI & Data and its implementation into a scalable operating model.
• Building, leading, and further developing a high-performing team of Customer Success Managers.
• Establishment of standards, processes, KPIs, and governance mechanisms for onboarding, utilization, customer retention, expansion, and customer satisfaction.
• Leading strategic customer discussions at senior management and C-level, and acting as an escalation point for key customers.
• Development of an integrated customer management model together with sales, presales, delivery, and product teams.
• Systematic collection of customer feedback and its translation into service improvements, solution enhancements, and stronger value propositions.
• Early identification of risks in customer relationships and initiation of measures for stabilization, further development, and scaling.
• Transparent and measurable presentation of Customer Success's contribution to customer satisfaction, contract renewals, cross-selling, upselling, and strategic growth.
• Promotion of a customer-centric corporate culture and strengthening of knowledge transfer within the organization.

Qualifications

• Several years of leadership experience in Customer Success, Account Management, Consulting, or comparable customer-oriented roles.
• Demonstrable success in building and scaling Customer Success organizations or customer-oriented engagement models.
• In-depth understanding of AI, Data, Cloud, and Digital Transformation solution landscapes.
• Ability to combine operational excellence with strategic customer development.
• Expertise in managing complex enterprise customer relationships at senior management and C-level.
• Strong skills in stakeholder management, governance, communication, and presentation.
• Experience with Generative AI, Machine Learning, Data Platforms, or Advanced Analytics.
• Knowledge of modern data architectures such as Lakehouse, Data Mesh, or Data Spaces.
• Understanding of cloud platforms like Azure, AWS, or Google Cloud.
• Experience with CRM ecosystems, Customer Success platforms, KPI frameworks, and Executive Business Reviews.

About T-Systems International GmbH

At T-Systems, we offer our business customers the right system solutions for their digital business. With our portfolio, we ensure that digital transformation reduces complexity, saves costs, and simplifies everyday work. Our focus areas are Connectivity, Digital, Cloud & Infrastructure, and Security - Let's power higher performance!

About the Business Unit

Within the Digital Solutions business unit, we focus on creating clear competitive advantages for our customers through pioneering digital solutions. Our goal is to support companies in accelerating their digital transformation and strengthening their competitiveness in an increasingly digital market environment. The Digital Enabler area plays a central role in our portfolio and focuses on topics such as Artificial Intelligence, Data Intelligence & Big Data, Hyperautomation, Application-led Cloud Transformation, IoT, digital identities, and other innovation fields. Across all industries, we deliver state-of-the-art expertise and solutions in close cooperation with our industry-specific teams. In the AI & Data area, our focus is on Generative AI & LLM Services, classic Machine Learning and Deep Learning, AI and Data Architectures, Data Mesh, and Data Spaces.

Application

Does this job sound like it was made for you? Then seize your chance! Please apply online.

This position is also possible on a part-time basis.

Severely disabled people will be given priority consideration if they are equally suitable.

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