Head of Customer Success (w/m/d)

About Us

PERBILITY develops an ultra-flexible web-based organization, process, and personnel management system with HELIX.

Your Mission

As Head of Customer Success (w/m/d), you will be responsible for our support and Customer Success Experience (CSX), ensuring our customers can optimally use our solutions in their daily lives.

Be one of the first applicants, read the full overview of the role below, and then submit your application for review.

You will combine operational excellence with strategic foresight. Your goals are highest customer satisfaction, excellent user experience, and scalable and efficient support and success processes.

Your Responsibilities

• Overall responsibility for our customer support and customer success.
• Further development of a customer-centric and scalable support organization.
• Ensuring high customer satisfaction, fast response times, and sustainable solutions.
• Building and anchoring a clear customer success understanding with proactive customer consulting and identification of further needs.
• Establishing escalation management with clear responsibilities.
• Building and managing an efficient KPI and steering model.
• Identifying optimization potential in product, processes, and customer journey.
• Close collaboration with product, sales, and consulting.
• Further development of self-service, automation, and AI approaches in support.
• Leading, developing, and scaling multiple teams and team leads.

Your Profile

• Several years of experience in customer success and/or support in a B2B software company, ideally experience in the HR-Tech environment.
• Several years of leadership experience (including leading managers).
• Demonstrable success in building and further developing support organizations.
• Strong customer orientation and understanding of customer journeys.
• High affinity for data and KPIs.
• Experience with scalable processes, automation, and ideally AI in support.
• Strong communication skills, decision-making ability, and hands-on mentality.

Why PERBILITY?

At PERBILITY, you can expect a harmonious blend of work and life with flexible working hours, flat hierarchies, a creative atmosphere, and autonomous action. Diversity is not just a word for us, but is lived. Enjoy your break on our roof terrace with a view of Bamberg and treat yourself to one of our four rotating ice cream flavors in the summer. Be part of our Sweatybility group and participate in our weekly in-house fitness classes with our personal trainer. Company events, team days, and team workations are just as much a part of our corporate culture as the weekly, company-wide Monday breakfast. Of course, our fridge will always be filled with our PerBIERlity after our regular after-work specials.

We look forward to hearing from you!